Once your template is created, you can add a ticket template to your chatbots which allows you to automatically create tickets when the customer goes through the user journey, whether using Two-way SMS, WhatsApp or USSD.
How do I add a ticket to a Chatbot?
In the following guide articles; we provide a step-by-step guide on creating chatbots: Two-Way SMS, WhatsApp and USSD.
You will find the Create Ticket option under the CRM ACTIONS in each of the above-mentioned Chatbot flows.
Once you drag and drop the Create Ticket action, select the Ticket Template on the right-hand side panel from the drop-down list.
Next, select the priority status of the ticket.
Assigning a user to the ticket is optional and not a required step in creating the chatbot flow.
Adding tags to the ticket is optional and can be done based on business needs.
Once customers have gone through the customer journey, the automatically created tickets can be viewed on:
Board option on the ticketing menu
Under a Contact Number on Team Inbox.
In each view, you can click the ticket number to open the detailed ticket view, where you can:
change the ticket status
Assign the ticket to another user
Change the Priority level of the ticket
View the Ticket activity
Add notes to the ticket
Contact us at support@mteja.io with any questions you may have regarding the Ticketing feature.