Customer Support [v4.6.1]

For versions:4.6.1
  • Login as ‘Supervisor/Agent‘, for the 3Dolphins SRM login mechanism, do the steps described on the Login‘ page,
  • Select the ‘Customer Service‘ menu, and then on the dropdown menu select the ‘Customer Support‘,

The function of Customer Support is :

  1. To monitor ticket activity from customers, whether handled directly by the agent or BOT.
  2. To arrange ticket distribution such as ticket reassign, takeover, escalated and transferred.

Tab Component Explanation :

1Find FAQTo find answer FAQ, base on knowledge entered.
2Export TicketTo download csv or excel ticket base on the date range and filter ticket.
3Dial UpTo dial up customer.
4Offline MessageTo create outbound ticket by ‘Email‘.
5Offline TicketTo create outbound ticket by ‘Walkin Customer‘.
6TelephonyTo view a list of customer tickets on the inbound or outbound call.
7EscalatedTo view a list of customer tickets that has been escalated by agent to supervisor.
8TakeoverTo view a list of customer tickets takeover by the supervisor.
9UnassignedTo view a list of customer tickets with the status ticket is waiting for to be handled by the agent (queue process). And this tab, supervisor can takeover the ticket.
10BotThis tab will display all customer tickets handled by Bot.
11TeamThis tab will display all customer tickets handled by the team member.
12ClosedTo view list ticket has been handled and the status is closed. The agent or supervisor can only read the conversation history of the ticket that is closed.
13Refresh TabRefresh your tab at any time to ensure you are always up to date and see your latest ticket with the refresh button.
14Maximize TicketMaximize button allows the user to enlarge a ticket tab and view detail ticket.
15Minimize TicketThe ticket will remain on the tab, but not display detail ticket, like customer case, ticket tag, ticket notes, rating ticket of customer and severity level of ticket.
16Status (Assigned, Open, and Pending)To filter ticket by status ticket ‘Assign’, ‘Open’ and ‘Pending’.
17Batch CloseTo close a marked ticket.
18Batch ReassignTo escalated or transfer a marked ticket.
19Unmark AllTo unmarked all ticket on the page.
20Mark AllTo mark all ticket on the page.
21GroupTo filter ticket by group management.
22Online or Online CustomerTo find out customers are online or offline
23Channel IconIcon of the apps. like icon facebook, twitter, instagram, etc.
24Customer ProfileProfile customer at the apps.
25Customer NameCustomer name
26Customer IDCustomer ticket ID (each channel or ticket has its own ID)
27Date & Time TicketCreated date of ticket on OmniChannel.
28Bubble Chat ImagesA small version of your profile picture will pop up along with the message.
29Customer MessageMessage from customer to bot or agent.
30Mark TicketTo tick of ticket.
31Share LinkTo share ticket with other agent via a unique URL.
32Ticket NumberA unique number that’s assigned to each ticket.
33Status TicketEvery stage a ticket travels through in its lifecycle is called a status. Every ticket that is assign in a agent is marked as ‘Assigned’ by default. Then the ticket travels through ‘Open’, sometimes ‘Pending’ and ends with ‘Closed’ status.
34Merge TicketYou can merge one or more tickets if you receive two support requests about the same issue from the same end-user.
35Reassign or Escalate TicketTo reassign or escalated ticket to another member or supervisor.
36Date & Time TicketDate and time of assign ticket on agent.
37Channel NameName of your channel

Filter Ticket

In the 3Dolphins system, filter tickets consist of 7 categories, i.e :

  1. Filter by Channel Type.
  2. Filter by Date.
  3. Filter by Severity.
  4. Filter by Category .
  5. Filter by Ticket Status (Assigned, Open and Pending).
  6. Filter by Group.
  7. Filter by Team Member.

Filter Ticket by Channel Type

Function of the Filter ticket is to filter ticket display based on channel type. For now 3Dolphins can filter 18 channels type, i.e. :

  1. Facebook page Filter
  2. Facebook Messenger Filter
  3. Twitter Mention Filter
  4. Twitter Direct Message (DM) Filter
  5. Email Filter
  6. Telegram Filter
  7. Youtube Filter
  8. Instagram Filter
  9. Livechat Filter
  10. Telepony Filter
  11. Exentric Filter
  12. Ms. Team Filter
  13. Skype Filter
  14. Whatsaap Filter
  15. Line Filter
  16. App Follow Filter
  17. Generic Filter
  18. Walkin Customer
  • Select Channel in box channel type. For example, select channel type ‘Skype‘. And then, 3Dolphins will display the ticket with channel type ‘Skype‘ such as images below,

Filter Ticket by Date

Function of the Filter ticket is to view ticket based on a date range.

Flow of Filter Ticket by Date

  • For example, select start date ‘07/09/2019‘,
  • Select end date ‘07/09/2019‘,
  • 3Dolphins will display the ticket with range date ‘07/09/2019 – 07/09/2019“,

Filter Ticket by Severity

Function of the filter ticket by severity is to display ticket based on severity ticket (Example : Critical, High, Medium, Low).

Flow of Filter Ticket by Severity

  • Before you can filter ticket by severity. Make sure to add ticket severity by choosing severity level,
  • After choose severity level of the ticket, click ‘Save‘ button.
  • Add priority or severity ticket successful. Select and check priority ticket. Example, tick priority ticket with severity level ‘Low’. And then, 3Dolphins will display the ticket with severity level ‘Low’ such as images below,

Filter Ticket by Category

Function of the filter ticket is to display ticket based on category,

  • For example, tick service category ‘Maintenance‘. And then, 3Dolphins will display the ticket with category type ‘Maintenance‘ such as images below,

Filter Ticket by Ticket Status (Assigned, Open and Pending)

This feature is only found on the ‘Team‘ and ‘Takeover‘ tabs on the customer ticket supervisor.

  • For example on the ‘Takeover‘ tabs , check ticket status ‘Pending‘. And then, 3Dolphins will display the ticket with ticket status is ‘Pending‘ such as images below.

Filter Ticket by Group

This feature is only found on the ‘Team‘ tabs on the dashboard customer support supervisor

  • For example, filter ticket with group = ‘Product‘. On the suggestion group, select and click group.
  • 3Dolphins will display the ticket with group = ‘Product‘ such as images below.

Filter Ticket by Team Member

This feature is only found on the customer support page on role supervisor.

  • On the list active team member, select team member (example : Mira Agustina) and click filter icon.
  • 3Dolphins will displays tickets that are being handled by team members ‘Mira Agustina

Team Member

The function of the team member feature is :

  1. View active member,
  2. Change status,
  3. Filter ticket,
  4. Kick user,
  5. Search active member.

View Active Member

  • At the bottom right of the supervisor dashboard, you can see active members.

Change Status

  • On the list team member, you can change the status of agent. Click ‘Change Status‘ icon.
  • On the pop up availability status, select status and click ‘Save‘ button,
  • Status of member will change from being ‘Not Available’ to ‘Available‘, such as images below.

Filter Ticket

  • On the list active team member, select team member (example : ‘Gugun Wijaya‘) and click ‘Filter‘ icon.
  • 3Dolphins will displays tickets that are being handled by ‘Gugun Wijaya‘ such as images below.

Kick User

Kick a user on a team member it’s the same as you kick the user from the 3Dolphins system.

  • Click the ‘Kick User‘ icon on the member.
  • The display user interface of the ‘Mira Agustina‘ which has been kicked,

Search Member

  • In the search column, type the name of team member. For example type the name ‘Gugun Wijaya‘ such as images below.

Search in Dashboard

  • On the dashboard page, do a search ticket (you can search by ‘customer name‘, ‘ticket number‘, ‘phone number‘, ‘subject of email‘ or ‘body ticket (message)’).
  • Enter the name of customer. For example, enter ‘Mira‘ and press enter.
  • 3Dolphins will be redirect you to the result of ticket customers based on the customer name such as images below. And,
  • Display of contact customers based on the customer name such as images below.

Monitoring Dashboard

Monitoring Dashboard Agent

  • Function of my performance in dashboard agent is to determine the performance of the agent.

Component explanation :

  1. Productive Time : Total duration ticket (duration of the ticket is ‘Assigned’, ‘Open’ until the ticket is ‘Pending‘) on the status ‘Available’, ‘Coaching’ and ‘Training’.
  2. Login Time : The total time the agent logs in a day.
  3. Break Time : The total time the agent breaks in a day.
  4. Average Wait Time : The average total duration ticket assigned until the ticket is closed. But, when the ticket is transferred or escalated to supervisor or other group, then the Agent can’t get total ticket, but the agent will get ‘Handling Time’.
  5. Average Handing Time : The average total ticket duration assigned to agent.

Monitoring Dashboard Supervisor

  • The function of the live agent performance feature is to display the bar chart for the performance agent.

Component explanation :

  1. Avg Chat Time : The average duration first response until the ticket handled by agent.
  2. Avg Wait Time : The average total ticket duration assigned to agent.
  3. Total Ticket : Today’s total ticket.

Component explanation :

  1. Available : The total agent available,
  2. In Serving : The total ticket handled,
  3. Logged-in : The total team members are logged in,
  4. of Active Ticket : The total ticket active,
  5. Avg wait time : The average total duration ticket assigned until the ticket is closed. But, when the ticket is transferred or escalated to supervisor or other group, then the Agent can’t get total ticket, but the agent will get ‘handling time’.
  6. Avg handing time : The average total ticket duration assigned to agent.

Maximize and Minimize Ticket

Maximize : Allows the user to enlarge a ticket tab and view detail ticket.

Minimize : The ticket will remain on the tab, but not display detail ticket, like customer case, ticket tag, ticket notes, rating ticket of customer and severity level of ticket

This section contains instructions on how to maximize and minimize ticket, there are 2 ways to do a closed ticket, do the following steps :

  1. Select ticket, click the dropdown icon on the ticket number. or
  2. Click Maximize button or ‘Minimize‘ button. So, the ticket will display such as images below.

Ticket Notification

On the 3Dolphins system, ticket notification generally categorized into four different types, i.e ‘new ticket notification‘, ‘blinking notification‘, SLA ticket notification and ‘queue ticket notification‘.

New Ticket Notification

New ticket notification is to handle (hold) the entrance ticket so as not to interfere with the ticket being handled.

Blinking Notification

Blinking notification is a nice feature allowing you to notice that you have a new ticket has been open and must be reply. This notification will appear according to the SLA ticket duration set.

SLA Ticket Notification

SLA ticket notification is a nice feature allowing you to notice that you have a new ticket has been open and must be reply. This notification will appear according to the SLA ticket duration set.

Queue Ticket Notification

Number of queue left before being handled by an agent. The queue section is displayed at the very bottom of chat box and the number of queue is refreshed every 30 seconds.

Reply Chat Ticket

This section contains instructions on how to reply chat ticket.

  • In the agent dashboard page, change the status to ‘Available‘,
  • At the dashboard agent, select ticket on the ‘Assigned’ tab and click the ‘Reply Chat‘ button. Or,
  • At the dashboard supervisor, to takeover or reassign ticket, click the ‘Unassigned‘ tab. and then, click the ‘Reply Chat‘ button.
Customer Ticket Supervisor
Customer Ticket Supervisor
  • 3Dolphins will redirect you to the conversation chat, such as images below.
  • Type your message to reply of chat, click the ‘Send‘ button. And then, the message will appear in the chat conversation.
  • A single tick indicates that the message is reply by bot.
  • A avatar icon indicates that the message is reply by agent/supervisor.
  • A message will be sent to the customer. At the bottom right there is the name of the agent / supervisor who replied to the message, such as below.

Attach File on Chat Ticket

This section contains instructions on how to Attach File on Chat Ticket.

  • For example, at the dashboard agent, select ticket on the ‘Assigned’ tab and click the ‘Reply Chat‘ button.
  • 3Dolphins will redirect you to the conversation chat,
  • Click the “Attach” button, and then 3Dolphins will be redirect you to pop up menu to ‘send file’, ‘send library’, ‘send form’, ‘chat history’, ‘ask feedback’ and ‘send FAQ‘.

Send File

  • Select and click the ‘Send File‘ menu, and system will be redirect you to find file in the local, click the ‘Open‘ button.
File NameType FileMax. Size
Document[.doc], [.docx], [.pdf], [.xls], [.xlsx].2Mb (Default)
Images[.jpg], [.png].
Video[mp4]
  • For example, send file ‘.pdf‘ such as images below.
  • The attach file will send to customer and appear in the chat conversation,
  • Display the file message from ‘Agent” or ‘Supervisor‘ on the customer’s live chat page.

Send Library

  • Select and click the ‘Send Library‘ menu. In 3Dolphins system, you can add and send of digital library, i.e :
Digital Library ManagementType File
Card‘gif’, ‘jpg’ and ‘png’.
Option
Image‘gif’, ‘jpg’ and ‘png’.
Document‘doc’, ‘docx’, ‘pdf’, ‘xls’ and ‘xlsx’.
Video‘mp4’ and ‘m4v’.
Audio‘mp3’ and ‘wav’.
  • For example, select ‘card‘ and click ‘attach‘ button such as images below.
  • The digital library has been delivered to customer and appear in the conversation chat.
  • Display the library on the customer’s live chat page,

Send Form

  • Click the ‘Send Form‘ button,
  • 3Dolphins will be redirect you to find form. For example, search ‘Form Registrasi‘ and click ‘attach‘ button such as images below,
  • Attached forms will appear in chat conversations, such as images below.
  • Display the form on the customer’s live chat page,
  • For example, type your ‘nama’ and ‘No hp‘, click ‘submit‘ button. After submitted, form will display such as images below.
  • And then, the form has been submitted will saved in the customer case,

Chat History

Conversation history of all of our livechat login session. In order for the chat history to be recorded and retrievable under the same user, the client must login the livechat with the same email and phone number for every session.

  • To download chat agent with customers, click the ‘Chat History‘ button.
  • Chat history will be downloaded in .pdf file format. such as images below.
  • Display the chat history that was successfully downloaded.

Ask Feedback

to assess the performance of the agent.

  • Click the ‘Ask Feedback‘ button.
  • After you click ‘Ask feedback‘ button, form feedback will sent to customer.
  • On the customer live chat, display form to rate service satisfaction such as images below.
  • For example, click start icon to provide your service satisfaction such as images below.
  • After you rate service satisfaction of agent, click the ‘Go Back‘ button to back your conversation chat.
  • To view report of agent rating, click the ‘Analytic‘ menu. Then, on the dropdown menu, select the ‘Live Agent‘ menu, and please check on the ‘Live Agent Rating‘ section.

Send FAQ

  • Click the ‘Send FAQ‘ button,
  • 3Dolphins will be redirect you to find FAQ. For example, search ‘Fitur Live Chat‘ and click ‘attach‘ button, such as images below,
  • FAQ will appear in the chat conversations, such as images below.
  • Display the FAQ on the customer’s live chat page,

Escalated Ticket

This function of escalated is to escalated ticket by the agent to the supervisor that is available. After the ticket has been escalated to supervisor, the agent can’t reply the message from customer again. But, agent can still view the ticket on the escalated tab.

This section contains instructions on how to escalated ticket.

  • Click the ‘Pending‘ tab. Select ticket, and click ‘Escalate‘ button.
  • 3Dolphins will redirect you to pop up form escalate ticket. Select user and click the ‘Escalated‘ button,
  • Ticket will moves to the ‘Escalated‘ tab agent or supervisor.
  • After escalated, agent only can view the history chat, such as images below.
Escalated Ticket Tab (Agent)
  • Supervisor can reply or escalated again to other agent, such as images below.
Escalated Ticket Tab (Supervisor)

Transferred Ticket

The function of ‘Transferred Ticket‘ is to displaying ticket transferred to different group if the customer case is the different case group. After the ticket has been transferred, the agent can’t reply the message.

This section contains instructions on how to transferred ticket.

  • Click the ‘Pending‘ tab. Select ticket and click the ‘Escalate‘ button.
  • 3Dolphins will redirect you to pop up form transferred ticket. Select user, click the ‘Transfer‘ button.
  • For example, transfer ticket to group ‘ROOT‘ such as images below.
– To be able to transfer tickets, must a supervisor or agent available (online) at the group to receive tickets.
– Make sure the rule channel is available.
  • If the ticket was successfully transferred to other group, ticket will moves to the ‘Transferred‘ tab.
  • In the ‘ROOT‘ group, tickets will be distributed to available agents. if the agent is not available, the ticket will be on the supervisor (‘Unassigned‘ tab).
  • If the ticket is not successfully transferred, there will be a pop up warning ‘unable to transferred ticket‘ such as images below.
  • The pop up notification above appears, when :
  • Agent‘ or ‘Supervisor‘ not active (offline). Please, follow this step :
    – Login as ‘Agent‘ or ‘Supervisor‘.
    – If login as ‘Agent‘, please change the status to ‘Available‘.
  • Agent‘ or ‘Supervisor‘ not available on the channel. Or,
  • Rule channel group not available. Please, follow this step :
    – Login as ‘Administrator‘ or ‘Supervisor‘. Please, do the steps described on the ‘Rule Management‘ page.

Reassign Ticket

This feature can only be done by a supervisor. Function of this feature is reassign ticket to another member.

This section contains instructions on how to Reassign ticket.

Step 1 :

  • Click the ‘Unassigned‘ tab on customer ticket. Select ticket and click ‘Reassign‘ button.
  • 3Dolphins will redirect you to pop up form reassign ticket. Select team member and click the ‘Reassign‘ button,
  • After reassign success, ticket will move to agent in ‘Assigned’ tab, such as images below.
Customer Ticket – Agent

Step 2 :

You can reassign all selected ticket to another member using ‘batch reassign‘ feature.

This section contains instructions on how to Reassign ticket.

  • Mark all ticket, and click the ‘Batch Reassign‘ button,
  • On the pop up reassign, select member and click the ‘Batch Reassign‘ button.
  • After reassign ticket successful, will display pop up success notification such as images below.
  • And then, the ticket will move to ‘Takeover‘ tab on the supervisor page.

Takeover Ticket

This section contains instructions on how to Takeover ticket.

  • Click the Team‘ tab. Select ticket and click the ‘Reassign‘ button,
  • 3Dolphins will redirect you to pop up form reassign ticket. Click the ‘Reassign‘ button,
  • After takeover ticket successful, pop up ‘Success‘ will display such as images below.
  • And then, the ticket will move to ‘Takeover‘ tab on the supervisor page.

Add Customer Case

This section contains instructions on how to add customer case.

Step 1 :

  • Create New Form builder. To view step by step new form, please check on the ‘Form Management‘ page, section ‘Form Builder‘.

Step 2 :

  • Assign form to group. To view step by step assign form, please check on the ‘User Management‘ page, section ‘GroupAssign Form in Group ‘.

Step 3 :

  • Click the ‘Pending‘ tab.
  • Click the ‘Customer Case‘. On the dropdown, click the ‘Add Customer Case‘ button, such as images below.
  • 3Dolphins will be redirect you to form customer case on drop down form add customer case. Select and click form customer case (example : “Form Registration”),
  • 3dolphins will be redirect you to pop up form registration,
  • Enter the fields according to the selected form, (Form Registration : Enter ‘Email Address‘ and ‘Password‘), click ‘Submit‘ button,
  • Result of Add Customer Case,

Close Ticket

The function of Closed Ticket is to displaying tickets has been handled and the status is closed. After the ticket is closed, it will move to the closed bucket. The Agent or Supervisor can only read the conversation history of the ticket that is closed.

This section contains instructions on how to close ticket, there are 2 ways to do a closed ticket, do the following steps :

First Step :

  • For example, click the Pending‘ tab. Select ticket and click the ‘Reply Chat icon,
  • 3Dolphins will redirect you to the conversation chat, click the ‘Close Ticket‘ button,
  • On the pop up close ticket, select ‘Closure Type‘ and type your ‘Remark‘ ticket. Click the ‘Close Ticket‘ button or click the ‘Close With Feedback‘ button.
  • Closed ticket : Ticket will automatic closed.
  • Closed with feedback : Ticket will automatic closed and send feedback to customer.
  • If the close ticket success, the ticket will move to the ‘Closed‘ tab.

Second Step :

  • Click the ‘Pending‘ tab. Select chat ticket and click the ‘Close Ticket‘ button,
  • 3Dolphins will redirect you to pop up close ticket. Select ‘Closure Type‘ and type your ‘Remark‘. Click the ‘Close Ticket‘ button or click the ‘Close With Feedback‘ button.
  • Closed ticket : Ticket will automatic closed.
  • Closed with feedback : Ticket will automatic closed and send feedback to customer.
  • If the close ticket success, the ticket will move to the ‘Closed‘ tab.
Closure Type Function
Case ResolvedTicket has been handled by the agent.
Case Without Resolution Ticket has been handled without resolution.
Case Drop By Customer Ticket has been handled because drop by customer (the customer has closed it).
Case Escalated Ticket has been handled with escalated to the supervisor.

View Chat or Email Conversation

View conversation is a chat conversation that can only be seen without an Agent or Supervisor being able to reply to the chat ticket again. (Example: Ticket with ‘Escalate‘ status, ticket with ‘Transferred‘ status, ticket with ‘Unassigned‘ status and ticket with ‘Closed‘ status).

  • For example, click the ‘Closed‘ tab. To view the agent’s or supervisor history chat, click ‘View Conversation‘ icon.
  • 3Dolphins will redirect you to view conversation chat, such as images below.

Merge Ticket

Functions of Merger ticket is to merge one or more tickets if you receive two support requests about the same issue from the same end-user. This section contains instructions on how to merge ticket, do the following steps :

  • Click the ‘Pending‘ tab. Select the ticket and click Merge‘ icon.
  • 3Dolphins will redirect you to pop up form merge ticket.
  • Search ticket based on ‘Ticket Number’ or ‘Account Name‘. For example, search ticket with account name = ‘Agustina‘ (ticket number =’ e2df0bd0745c071d6xxxxxxxxxxxx‘). And then, tick ticket and click the ‘Merge‘ button.
  • If merge ticket is success, display success notification such as images below.
  • The ticket with account name ‘Agustina‘ (ticket number ‘48eeed47caacfb6566xxxxxxxxx‘) will close automatically, such as images below.
  • Check merge ticket, click ‘Merge ticket stories‘ button.
  • 3Dolphins will be redirect you to pop up merge ticket stories,
  • If Merge ticket is not success, please do step number 2 – 6 again.

View History Chat

Function of history chat is to monitor the interaction of agents with customers. This section contains instructions on how to view history chat, there are 2 ways to do a view history chat, do the following steps :

First Step :

  • Click the ‘Pending‘ tab. Select the ticket and click Reply Chat‘ icon,
  • 3Dolphins will be redirect you to chat conversation. Click the ‘History‘ icon.
  • 3Dolphins will redirect you to list chat history. To view conversation chat, click channel icon.
  • 3Dolphins will redirect you to conversation chat, such as images below.

Second Step :

  • Select the ‘Customer Service‘ menu and then on the dropdown menu, select ‘Customer Contact‘,
  • 3Dolphins will redirect you to list contact customer page. Search and select the contact of customer, and then click the ‘History Chat‘ Icon, such as images below.
  • 3Dolphins will redirect you to list of chat history. To view conversation chat, click channel icon,
  • 3Dolphins will be redirect you to conversation chat, such as images below.

Create Offline (Outbound) Ticket

To create outbound ticket by ‘Walkin Customer‘. For example, if a customer comes directly to file a complaint, then the agent will immediately handle it by making a ticket offline.

  • At the customer support page, click the ‘plus‘ icon,
  • 3Dolphins will be redirect you to pop up form new offline ticket. For example :
  • Select customer contact by ‘Name‘ or ‘New Contact‘.
  • Type your subject and message, and then click the ‘Save‘ button, such as images below.
  • After click ‘Save‘ button, outbound ticket will display on the ‘pending‘ tab,

Create Offline (Outbound) Message

  • On the cutomer support page, click ‘Offline Message’ icon.
  • 3Dolphins will redirect you to pop up form email outbound.

Field component explanation :

FromIn this field, you can choose an email address that matches the email address registered with OmniChannel.
ToThis field will be used as the recipient of any replies to the email that’s sent.
CCIn this field, you can copied to one or more recipients.
SubjectCreate a subject from an e-mail message that will be sent to the recipient.
MessageEnter a custom message that will appear in the notification emails that are sent. you can insert images or links in email message.
AttachmentUploaded files as attachments to the email message. Attachments will maintain their original file name and are limited to a total aggregated size of 2MB per email.
Email TemplateIf you want to reuse existing content, select an email template to add content to answer the message of customer. You can select an email template when the customer message is the same. Or, the customer message is the global case and having default answer.
ReplyEmail message will send to customer and ticket will display on the ‘Pending‘ tab.
Reply and CloseEmail message will send to customer and ticket will automatic closed.
  • For example, click the ‘Reply and Close‘ button, and then email outbound will display on the ‘Closed‘ tab such as images below.
  • Email will send to customer, such as images below

Find FAQ

  • At the customer support page, click the ‘Find FAQ‘ icon
  • Type your question, and then 3Dolphins will display answers that approach the question. such as images below.

Export Ticket

  • At the customer support page of supervisor, click the ‘Export Ticket‘ icon,
  • 3Dolphins will be redirect you to pop up form export ticket. For example :
  • Choose filter ticket (based on ‘Created Date‘, ‘Modified Date’ and ‘Closed Date‘),
  • Choose ‘start date‘ and ‘end date‘ (range date to export ticket is 14 days).
  • Select and tick ticket,
  • Select and tick contact, then click the ‘Download CSV‘ or ‘Download Excel‘, such as images below.
  • If export ticket success, the file export will display such as below.
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