Generate and configure a ticket – Colombia

Objective:

This article aims to provide users of the Servicio al Colaborador with a guide on handling and configuring different types of tickets from Intercom. It seeks to improve conversation management and collaboration on the platform, leveraging the unique features of each ticket type to optimize interaction with collaborators and streamline internal processes.

Scope / Limitations:

This article is intended for administrator users of Servicio al Colaborador who have an Intercom account, focusing on companies that require efficient management of their interactions with collaborators. It centers on the configuration and management of ticket types, excluding other aspects of the Intercom or Buk platforms.

Definitions:

Ticket: A record created in the Intercom platform to capture, track and manage a specific conversation or request. Tickets can be of different types, such as Client Tickets, Back-office Tickets and Record Tickets, and are used to organize and categorize interactions with collaborators, allowing efficient tracking and management. Each ticket can have attributes, such as title and description, which can be customized according to specific needs. Tickets can also be linked to conversations and allow sharing of information, responses, internal notes and updates with the relevant collaborators or teams.

Process:

When configuring ticket types in Intercom, the first step is to log into your account and go to the "Settings" section in the side menu.

Here, you will find the "Data" option, and within it the "Ticket type" section, where you can select "Create ticket type".

At this point, you have the opportunity to set up to three different ticket categories, each tailored to specific needs of your organization. For each ticket type, the process involves choosing an icon to represent it, as well as assigning a name and description.

In addition, each ticket includes default attributes such as title and description, but it also gives you the flexibility to add custom attributes. By creating these additional attributes using the "Create Attribute" button, you can select their format (which can range from text to file upload) and define their name and description to facilitate understanding and use by the team.

You have a wide range of options for the attribute format: text, list, number, decimal, boolean, date/time or even the file upload option. Each of these formats fits different types of information you might need to capture, from simple data to more complex information or specific documentation.You also have the option to make certain attributes not only visible but also required when team members create a ticket.

Regarding ticket categories, each is suited to different situations and requirements:

Client Tickets:They are ideal for tracking complex or long-running inquiries. With these tickets, you can turn a conversation into a ticket with a single click and collect additional information via a bot. Collaborators can stay informed about updates through chat and email. Among their features we find:

Client tickets are always shared with the collaborator:Collaborators can see the ticket label at the top of the conversation thread in Messenger. Clicking this label displays the ticket details, which include the ticket title, the ticket ID and any attribute you have configured as visible to collaborators.

Client tickets allow replies and internal notes:The team can easily reply to the collaborator from the ticket in the Inbox. In addition to sending messages, they can add internal notes that are only visible to the team and are not sent to the collaborator. Collaborators can reply to the ticket directly from Messenger and also have the option to reply to email notifications without needing to access Messenger.

Back-office Ticket:When a team member needs to work with other teams or people to resolve an issue, they can create a linked back-office ticket from a conversation for smooth collaboration. The conversation with the collaborator remains separate from the ticket. Among its features we find:

Back-office service records can optionally be shared with collaborators, but they do not allow direct replies to them. Responses are sent in a linked conversation, which can be viewed by the conversation owner, who has the ability to reply to collaborators.
You can clearly define responsibilities between the support and back-office teams with a ticket that can be managed separately from the customer's conversation.

All back-office tickets are linked to conversations so back-office teams never lose the collaborator's context.

When a Back-office ticket is shared with the collaborator, their experience is exactly the same as with Client tickets. The main difference is the team members' experience in the Inbox, where they see 2 linked objects: Collaborator conversation, which is owned by the frontline team member who handles conversations with collaborators; and administrative ticket, which is assigned to a separate team responsible for resolving the task.

Record Ticket:Simplify issues that affect many collaborators with a single ticket. Among its features we find:

Link all related conversations or client tickets into a Record ticket to create a single source your team can manage.

You can send bulk updates to all affected collaborators to save time and keep them up to date via chat and email.

Follow-up tickets only allow internal notes.
Notes posted on a Record ticket are internal only and are not shared with collaborators. Any outward-facing response to collaborators must occur in the collaborator's conversation or by sending bulk updates.
Updates are published from the Record ticket to collaborators' conversations.
When publishing a note on the Record ticket, you can also choose to post the update to collaborator conversations.
Similarly, changing the status of the Record ticket cross-posts an event to collaborators' conversations.

Creating a ticket is an intuitive process in which you can manually convert a conversation into a ticket of any category from the conversation itself. Additionally, you have the option to collect preliminary information from collaborators by automatically sending ticket forms via a bot. You do this from the top options and by using the side options bar.

After following these steps, you will have completed the setup and creation of your tickets.

Required Modules:

Base:Essential people management.
Addons: Servicio al colaborador.

Keywords:

Servicioalcolaborador, ticket, folios de atención, tipos de ticket, atributos de ticket, conversación enlazada,Messenger, configuration.

Related articles