Create and manage tickets
Customers can no longer create their own tickets. They start a phone call or an in-app conversation, and you create the ticket on their behalf. This chapter covers which ticket to create, how to keep its state accurate, and how to update every customer affected by the same issue at once.
By Heather1 author10 articles
- Ticket types and when to use themPick the right ticket for the work in front of you, and know what the customer can see.
- Convert a conversation into a Support ticketMove a technical investigation into a record the customer can follow.
- Create a Tracker ticket for a widespread issueTrack one bug or incident across every customer reporting it.
- Create a ticket without a conversationRaise a Customer or Tracker ticket when no conversation exists yet.
- Collaborate with third parties using Side ConversationsBring an external party into a ticket without exposing the thread to the customer.
- Escalate a ticket to the Product and Engineering teamShare a customer issue with Product and Engineering and keep both records in step.
- Ticket states and what the customer seesMatch the state you set to the wording your customer reads.
- Update a Customer ticket stateChange where a ticket sits and what your customer reads next.
- Update a Tracker ticket state and its linked ticketsMove every linked Customer ticket forward in a single action.
- Send a bulk update to linked ticketsReply, note, or reassign across every ticket linked to a Tracker.