Customer Support [v4.9.3]

For versions:4.9.3

Ticket Notification

Agents can receive a series of notifications when using Livechat and Omni-Channel. The notifications let them know what is currently happening with their chats and visitors. Notifications act as a reminder to the Agent or Supervisor to not keep customers waiting. On the 3Dolphins system, ticket notification generally categorized into nine (9) different types, i.e :

New Ticket Notification

A customer has started a new chat (Incoming chat). Ticket notification functions to hold the incoming ticket so as not to disturb the ticket being handled.

Update Event Notification

You’ll get notifications any time ticket are incoming. Like, when you send a file or when the ticket moving to another tab or another agent/Supervisors.

New Message Notification

You received a new message from a customer (New message in chat). A notification will appear below the bubble message.

Bar Live Chat Message Notification

To view incoming ticket of livechat that are currently active (being handled or not yet handled by an Agent).

SLA Ticket Notification

SLA ticket notification is a nice feature allowing you to notice that you have a new ticket in unassigned and inbox tab hasn’t been replied to yet. This notification will appear according to the SLA ticket duration set.

SLA Labels

You can view the SLA label directly on the ticket to easily understand whether the Agents or Supervisors is handling the ticket in accordance or even exceeding the specified SLA.

SLA Label consists of :

SLA LabelsDescription
Default label on the ticket card when the ticket is first assigned to the Users. For example, when the Agent receives a new incoming ticket from the Customer or ticket on the unassigned tab is takeover by the supervisor, by default the label on the ticket is Ongoing.
SLA label on the ticket card when Users respond to messages from customers according to SLAs. For example, the SLA in the rule channel is set to 120 seconds, when the users responds to messages from the customer for less than 120 seconds (for example users respond to messages from customers in the 100th second), the SLA label on the ticket will change to Within SLA.
SLA label on the ticket card when users respond to messages from customers beyond the specified SLA. For example, the SLA in the rule channel is set to 120 seconds, then the users responds to messages from customers for more than 120 seconds (for example users respond to messages from customers in 160 seconds), the SLA label on the ticket will change to ‘Over SLA’.

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.

Warning Message Notification

Warning notification will appear if an agent or supervisor replies message of customer but the customer has been closed the ticket or offline. when the Agent or Supervisor sends a reply message, an error notification pop up and a warning notification icon appear on the left side of the reply button.

Queue Ticket Notification

The customer has entered your chat queue. A queue notification will appear if there is no Agent available on OmniChannel or the Agent is handling another ticket. The queue will be displayed at the very bottom of the chat box and the number of queues is refreshed every 30 seconds.

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