Tickets

Purpose: For issues that require a longer timeframe to fix or involve multiple departments.

Requires Tickets add-on. For internal use only.

Create a List

1. Workspace Dashboard -> Tickets

2. Click on the “+List” button to create a new list

Views

You can use the pre-set filters to filter the results as well as see all the items by clicking on the “All Items” view:

You can also create a new view and change the response as per your desired outcome:

You can change the name of any field in the Fields section

You can also filter the items based on their current status:

Fields

Fields allows you to add, remove or mandate a certain fields at the time of adding an item to the list. You can use the pre-existing fields as well as available System fields or Custom fields:

Using Tickets In Livechat

1. In the Live Chat, you can open a conversation and add an item to the Ticket list from the bot user overview section.

1. It will ask you for the required fields you have setup for the template and will add the item to the list:

Other places to access Tickets

Workspace Live Chat tab

You can also change the order of the tasks by dragging them up and down depending upon the priority or upto your liking. To do that, click on “Edit View” and change it from “Table” to “Board”.

Using Tickets in Flow Builder

Flow Builder -> Action -> Ticket API

Available actions:

Actions

1. Lists - Fetches all available lists

1. List Tickets - Fetches all items available in the list

1. List Field Options - Fetches all the fields available in a specific List

1. Create Ticket - Creates and add an item to the list

1. Update Ticket - Updates an existing item

1. Get Ticket - Fetches information for a specific ticket

1. Delete Ticket - Deletes an existing Item

1. Add Comment - Adds a comment to an existing item

Using Ticket Triggers

You can also utilise the triggers available for the tickets feature, currently we support the following triggers.

• Ticket created

• Ticket updated

Use ticket data or ID to trigger certain automation like sending email