How to Create Offline Ticket
Last updated
Last updated
Offline tickets are tickets made when a customer comes directly (walk-in-customer), offline tickets are made by the 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 type and SLA metric that is set on the rule management page. | 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 the 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.
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 'smartcall' that registered on Omni Channel. Note: To select the 'smartcall' 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 the images below.
If the Agent and Supervisor create an offline ticket, the ticket will appear on the Inbox tab.
