Customer Support [v4.9.3]

For versions:4.9.3

Filter Ticket

The Tickets tab allows you to filter data based on various parameters. Inside the Tickets module, you can see the right sidebar filled with options to filter your tickets. In the 3Dolphins system, filter tickets consist of 6 (Six) 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 Team Member.

Filter Ticket by Channel Type

Allows the Agent to filter tickets based on channel type. By using this ticket filter you can see particularly (separate / distinguish) the type of tickets your received. For now 3Dolphins can filter 19 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. Finesse Filter
  11. Ecentrix Filter
  12. Smartcall Filter
  13. Ms. Team Filter
  14. Skype Filter
  15. Whatsaap Filter
  16. Line Filter
  17. App Follow Filter
  18. Generic Filter
  19. Walkin Customer Filter

To begin, go to customer support page and select channel in box channel type. For example, select channel type ‘Telegram‘. Then, you will see a ticket with channel type ‘Telegram‘ such as images below.

Filter Ticket by Date

Allows the Agent to filter tickets within a custom date range. For example, filter ticket from ‘01/08/2020‘ until ‘04/08/2020‘. Then, you will see tickets with a custom date range that you have set.

Filter Ticket by Severity

A ticket can be prioritized as Critical, High, Medium or Low based on its content, its requester or any property containing certain keywords that let you assign a priority to tickets. Severity level indicates the relative impact of an issue from customer (ticket). 3Dolphins system uses the following severity level definitions to classify all ticket requests :

Severity LevelDefinition
CriticalUsually receives the highest focus.
HighHigh in importance, and needs to be addressed ASAP.
MediumFor mid serious issues that would need to be taken up in the near priority.
LowFor issues that can be prioritized to be worked on later.

To begin, go to customer support page. Then, before you can filter your tickets by severity, make sure to add the ticket severity by selecting the severity and clicking the save button ().

After adding priority tickets successfully, ticket will marked as priority based on severity level selected. Select and tick priority tickets to be filtered. And then, you will see all ticket filtered severity, like the image below.

Filter Ticket by Category

Allows the Agent to filter ticket based on category. For example, tick service category ‘Error Message Code – Server error response‘. And then, you will see all ticket with category type ‘Error Message Code – Server error response‘ such as images below.

To view step by step add category, please refer to paragraph classifier page, section ‘Paragraph Classifier On Chat Ticket‘.

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

This feature is only found in the ‘Team‘, ‘Takeover‘ and ‘Inbox‘ tabs in the customer support page. To begin, go to customer support page. On the inbox tab, tick the ‘Pending‘ ticket status as shown below.

Filter Ticket by Team Member

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

To begin, go to customer support page. On the list active team member, select team member and click the filter button (). And then, you will see all tickets that are being handled by team members that you are selected.

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