Ticket Notification
Last updated
Last updated
Agents can receive a series of notifications when using Livechat and 3Dolphins Service SRM. 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:
Every time a customer sends a message to 3Dolphins Service SRM Channel, the agent will get a new ticket notification. This notification is to hold incoming tickets so as not to interfere with the ticket being handled.
You will get an event notification update whenever a ticket is moved or when you send a file. For example, when a supervisor transfers or takes over a ticket that is handled by an agent, the agent will get an event notification update. The purpose of this feature is to let the Agent or Supervisor notice all the ticket changes.
Every time a customer sends you a message reply. You will get a new notification message below the message bubble so, that the agent will know when the message has been replied by the customer.
To view incoming ticket of live chat that is currently active (being handled or not yet handled by an Agent).
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.
You can view the SLA label directly on the ticket to easily understand whether the Agents or Supervisors are handling the ticket in accordance or even exceeding the specified SLA Duration. SLA duration allows you to define the length of time within which an issue or ticket must be respond or completed before the SLA is over. SLA Duration can be changed in Rule Management or you can read this page for more information about the SLA setting.
SLA Label consists of :
SLA Labels
Description
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 respond 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 respond 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 is a nice feature allowing you to notice that you have a new ticket that has been open and must be replied. This notification will appear according to the SLA ticket duration set and this blinking notification will disappear if the agent has replied to the ticket.
Warning notification will appear if an agent or supervisor replies message of the customer however the 3Dolphins live chat session on the customer side has ended. When the Agent or Supervisor sends a reply message, an error notification pop-up and a warning notification icon appears on the left side of the reply button such as the image below.
The customer has entered your chat queue. A queue notification will appear if there is no Agent available on 3Dolphins Service SRM or the Agent is handling another ticket. The queue will be displayed at the very bottom of the chatbox and the number of queues is refreshed every 30 seconds.
