Blocked Ticket
Last updated
Last updated
The agent can block the customer's contact and ticket if Admin enables the feature on the system settings.
The feature that should be enabled on system settings is enable block contact feature to become ‘True‘.
Feature block contact allows you to block a contact of customers if contact is marked as spam. Contact that has been blocked will move to the Blocked tab. If you get a message from customers that have been blocked, the message will appear in the blocked ticket list of the supervisor. For example, a customer who is indicated as spam sends a message to an Agent or Bot. Their tickets will be entered in the agent’s Inbox tab, as shown below.
Click the customer's avatar, then you will see a pop-up of customer contact (360 Customer View), click the 'Block' button such images below.
If you successfully block a customer’s contact, you will see a ‘Success’ notification. Then, on the customer’s contact page, the customer’s contact will move to the Blocked tab, like the image below.
Unblock Tickets: This feature only functions to unblock tickets, not to unblock contacts. When the ticket is unblocked, the ticket will move to the BOT tab (If the BOT is activated) or will move to the Unassigned supervisor tab (if the BOT is not activated).
And then, you will prompt to confirm the unblock ticket, click 'Yes' to proceed or you can click 'No' to return to the customer support page.
But, if you want to unblock a customer’s contact, in the list of the blocked ticket, click the avatar of that customer. And then, you will see a pop-up of customer contacts (360 Customer View), click the 'Unblock' button such images below.
Then, you will prompt to confirm the unblock request, such as the images below. This picture shows you if you haven't opened that user blocked ticket.
Unblock All: Existed blocked tickets from this contact will move to the Unassigned tab or BOT tab. Delete All: Existed blocked tickets from this contact will be deleted from the system and database.
On the customer support page of the Agent, close the customer ticket. If the customer sends a message to the Agent or BOT again, the message will appear in the blocked ticket list of the supervisor. In this section, you can also unblock a ticket by pressing the 'Unblock Ticket' button ( ).
