End User Ticket Functions
complete
T
Tom Freer
not sure if i have missed something in the process.
Client is using MS Teams, we have added the app etc and that is OK.
How can they view existing "tickets" and then chat against those tickets.
Or how to they end a chat to start a new one?
This is combination request and issue I think - Client is chatting on a ticket. But now when they reply again after sometime it goes tot he same ticket - how do we time out the chat or end the chat from the tech side that out so the client can view the list of existing tickets or create a new ticket.
R
Ricky Balmaceda
complete
We’ve made updates that cover this request (sometimes in a slightly different way than originally suggested). Marking this as completed, but if there’s still more we can do here, please submit a follow-up request.
Canny AI
Merged in a post:
Show user open tickets first
A
Amit Donenfeld-Peled
We have clients opening tickets left and right and what appears to not being presented with the option to reach out regarding an existing ticket first.
T
Tom Freer
Possibly step the end user through the ticket creation... A way to start the chat, what is the short description, what is the detailed problem, what is the priority (Priority selection from CW). What is it related to (type selection from CW)
A
Asha Nallavadu
Also was thinking End Chat button needs to be there from Tech side, so easy to track and manage - either to follow up or closure.
T
Tom Freer
The only way i have seen is to scroll back up prior chats and find one and client End Chat Button. this then closes the chat and shows other tickets/chats that can then start - how does the user do this or what command can they type at the end of a chat.