UChat is a chat based platforms. Alot of the times there are issues for which it becomes impossible to fix them within the required open window. The issue may involve cooperation of different departments and hence its not viable to provide a solution to the bot user instantly.
| Table of Contents | ||
|---|---|---|
|
Hence for this use case, UChat has now introduced Tickets Add-on. Using Tickets, you can create lists of issues and assign them to the users, making it work as an internal ticketing system.
...
How to Use Tickets
From your workspace’s dashboard, click on workspace settings and click on the Tickets tab.
Click on the “+List” button to create a new list
...
Once done, click on create button
...
Views
...
View shows how many items there are currently present in a list. This can amount to the number of tickets currently present in a specific template.
...
You can use the preexisting filters to filter the results as well as see all the items by clicking on the “All Items” view.
...
You can also create a new view and change the response as per your desired outcome.
...
You can also filter the items based on their current status. Currently the above shown status are available to be used.
Fields
...
Fields option allows you to add or remove or mandate a certain fields at the time of adding an item to the list. You can use the pre existing fields as well as available System fields as well as the Custom fields.
This will allow you to mandate any field necessary when adding an item to the list
Following system fields are available currently
...
For custom fields, you can use these types of CUF, the maximum allowed number of fields decrease when you add one to the template
...
For Select type CUFs, you can add a drop down for fields to select from
...
Using Tickets In Livechat
In the livechat, you can open a conversation and add an item to the list from the bot user overview section.
...
It will ask you for the required fields you have setup for the template and will add the item to the list
...
You can also access the Tickets section from the workspace livechat overview tab
...
You can also change the order of the tasks by dragging them up and down depending upon the priority or upto your liking. To do that, click on “Edit View” and change it from “Table” to “Board”
...
Using Tickets in Flow Builder
You can also create items for the list using “Tickets API” action inside the advanced actions tab of the action node
...
Following actions are available:
...
Lists - Fetches all available lists
...
List Tickets - Fetches all items available in the list
...
List Field Options - Fetches all the fields available in a specific List
...
Create Ticket - Creates and add an item to the list
...
Update Ticket - Updates an existing item
...
Get Ticket - Fetches information for a specific ticket
...
Delete Ticket - Deletes an existing Item
...
Add Comment - Adds a comment to an existing item
...
Using Ticket Triggers
You can also utilize the triggers available for the tickets feature, currently we support the following triggers.
...
You can save the incoming data in a JSON payload and based on the information trigger certain automations.
Enable Tickets Add-on
UChat Users
For Normal UChat users, they can use the following link to pay for the add-on after which they should submit a ticket to support and the support will enable the feature for their workspace
https://buy.stripe.com/cN2cNV5CH5j2frGdRa
The price of the Add-on is $20/month
The support email is ticket@uchat.com.au , please reachout to us with invoice and workspace ID
Partners
For partners, the add-on is available by default in their partner workspace, for the partner clients, they can enable this addon from the Workspace tab. (Only available for workspaces on paid plan)
...
To Access this, Whitelabel Settings -> Workspace Tab -> Selected Workspace -> Change Plan