How to Create Offline Ticket

Offline tickets are tickets made when a customer comes directly (walk-in-customer), offline tickets are made by Agent or Supervisor who handles the customer. Offline tickets are created by default with a 'pending' status.

We’ve put together a detailed list of all the differences between an offline ticket and an online ticket to help you understand this better.

Online Ticket	Offline Ticket
By default, ticket status will be Unassigned or Assigned.	By default, ticket status will be Pending.
By default, the ticket will be marked as an ‘inbound' ticket.	By default, the ticket will be marked as an ‘outbound' ticket.
SLA will be calculated based on the SLA Metric set, which is 'created to response' or ‘assign to response‘.	SLA will be calculated based on ‘resolution time‘ (created date of the ticket until the ticket was closed). To configure SLA Time (in Second), please refer to ticket configuration on system setting.

For example, on the dashboard page click the 'Add Offline Ticket' button (). Then, you will see a pop-up of a new offline ticket.

New Offline Ticket

Component Explanation:

Name	Description
Search Contact by Name	Create an offline ticket by name in the existing contact
Search Contact by Phone	Create an offline ticket by phone in the existing contact.
New Contact	Create offline tickets with new customers.
Channel	Choose a channel like 'walk-in-customer‘ or 'ecentriX' that registered on Omni Channel. Note: To select the 'ecentriX' channel, you must be sure that you already in their rule channel.
Subject	Create a subject from an offline ticket that will be sent to the recipient.
Message	Fill in with a custom message that will be sent to the recipient.
Tags	Type the category of ticket. Note: Tags are words or combinations of words that you can use to add more context to tickets. You can assign them to tickets. You can create, assign, and manage tags in the 3Dolphins paragraph classifier. For example, while a ticket can only be in one group, or have one status at a time, a tag can be added to multiple tickets and a single ticket can contain multiple tags.
Add Customer Case	To add case in ticket.
Save	To create the offline ticket

After you click the 'save' button, you will see a success notification of created offline ticket, and by default, the ticket will be marked as an ‘outbound‘ ticket and ticket status is Pending such as images below.

Created Offline Ticket

If the Agent creates an offline ticket, the ticket will appear on the Pending tab. However, if the Supervisor created the ticket offline, the ticket will appear in the Inbox tab.