Ticketing System

Tidio's ticketing system offers a convenient solution for efficient customer query management. By moving time-consuming conversations to tickets, you can effectively manage your team's work. This article will guide you through the setup and usage of the Tidio ticketing system, helping you optimize your customer support workflow.

In this article, you'll learn:

• The benefits of using the ticketing system
• How to connect your Mailbox
• How to add your custom signature
• How to send emails from your own email address or domain
• How to set an automatic response 
• How your visitors can create a ticket when you're offline 
• How to filter emails 
• How to manage tickets
• How to ask for a rating and collect feedback

Ticketing System Benefits

Manage your Time

Move time-consuming conversations to tickets to save the efforts of handling complaints, queries, and requests via chats. Change tickets' statuses & keep your inbox squeaky clean.

Create an Omnichannel Support

Offer your customers more ways to interact with you. Omnichannel support connects the experiences across different channels, making the customer experience completely seamless. 

Set Priorities for Your Tickets

Assign the priority to the tickets based on the SLA policy.

Cooperate With Your Colleagues

Assign the tickets to the team members who are best-suited to handle them. For example, a ticket with pricing questions can be assigned to an agent with relevant sales expertise. Create a team of ticket owners responsible for resolving them in the shortest turnaround time. 

Add Notes to Improve Communication 

Help your coworkers out by sending them notes regarding the case.

Connect your Mailbox

To start using the ticketing system, you'll need to connect your mailbox first. You can connect your mailbox by heading to Settings > Ticketing section in your Tidio admin panel. You can read more on how to add your external mailbox in our article about Forwarding emails to Tidio. 

If you have the mailbox connected already, skip this step. All the emails that arrive in your external mailbox will create a ticket in Tidio. You can find all new tickets in the Unassigned folder under the Tickets section in your Inbox panel. 

Adding your signature to tickets

Each operator can add their own signature in Settings > Ticketing as well. See the Custom email signature section there; you can enable the signature and modify it. You can add text and one image, use basic text formatting as well as hyperlinks.

Please note: there is currently no way to add custom coding or change the overall format of the signature. The text can only be modified in the ways provided, and the image can only appear at the bottom.

Send emails from your own address (or domain)

To improve your credibility, you can start sending ticketing emails to your customers from your own email address.

To do that, navigate to Settings > Ticketing > Sender Address and select the option labelled Own email address.

Type in the address you'd like to use, and finish the verification process by providing the code sent to your mailbox.

You can also use the recommended option: Own domain. This allows you to set up your own DNS records and increase the deliverability of your tickets! For each domain you add and successfully verify, you can add custom aliases as well.

From the Domain dropdown menu, you can select any domain you've already added and verified. If you haven't done that yet, head over to Settings > Domains, and use the Connect your domain button there.

In the popup window, provide the domain you'd like to use.

In the next step, you will see your unique DNS records - use them in your domain provider's DNS settings as instructed, and you are done!

Once the domain is verified, it will become available in the Domains dropdown menu in Settings > Ticketing > Sender Address. Your ticket responses will now be sent directly from your own domain.

For more details and troubleshooting, please take a look at our article on connecting your own domains here.

Automatic Response 

If you wish to automatically answer each incoming email (ticket), you can set the automatic responses. To do that, navigate to Settings > Ticketing > Automatic Response section. 

You can enable automatic response by enabling the toggle and setting the message below it. Once it's ready, don't forget to save it! 

Let visitors create a ticket when you're offline 

When you're offline in your Tidio panel, you can give your visitors an option to create a ticket. This feature enables you to show your visitors a short message that can explain you are offline at the moment and encourage them to create a ticket for you through a form built into the Tidio widget. 

You will see all tickets later in the Conversation section of your Tidio panel. 

Filtered Emails

Manage Tickets

Tickets Folders

All the tickets forwarded to your Tidio mailbox will be shown in the Unassigned folder with the status Open. 

Next to the tickets, you'll see the following information: 

• ticket's subject
• email address
• priority of the ticket
• creation date
• last update time
• ticket ID
• assigned operator 

Click on the chosen ticket to open its panel. On the right-hand side of the panel, you can change the status, priority, and assignee of the ticket. 

Below the typing window, you can also choose to add an internal note, visible only tothe operators handling the ticket.

Create a ticket

To create your first ticket, click on a Create a ticket button in the left menu of the Inbox panel.

Inside the ticket creation view, you can specify:

Ticket Subject

A summary of the ticket content in the form of a short sentence

Customer Email Address 

The email address of the person who will receive the email

Priority of the Ticket 

You can set the priority to Low, Normal, Urgent. 

Assignee

The operator responsible for handling the ticket.

Ticket Message Text

Content of the email.

Internal Notes 

Private messages customers will not see. Internal notes are visible only for the operators handling the case.

Statuses

To send the email - click on the blue Submit drop-down menu to choose the correct status of the email. You can send the email as:

Open

The default status for all the new tickets created. If an operator is assigned, the assigned operator will see the email in the My Open folder. If no operator is assigned, the ticket will show up in the All Open and Unassigned section. 

Pending 

Pending status means you are awaiting a response from the customer. When the customer writes back - the status changes automatically to Open status.

Solved

This status means the ticket got closed, and you're not waiting for more responses from the customer. The ticket will appear in the Open folder if the customer writes back. 

Create a ticket from Chat

You can also create a new ticket from the chat conversation panel. To create a ticket during your chat conversation - click on the Add a ticket option on your right-side chat panel. 

You'll see a window allowing you to create a new Ticket. The system will automatically fill in the email address of the visitor. 

Customer Satisfaction rating and feedback

Whenever a ticket is closed (solved), you can send an automated satisfaction survey via email. This is enabled by default, and can be managed via Settings > General > Customer Satisfaction. You can learn about the Customer Satisfaction tool in more detail here.

Enabling and modifying the survey email

The Customer satisfaction tool allows you to ask for a rating on a scale comprised of 5 options (emojis). You can decide about the amount of time after which the survey will be sent. Of course, you can modify all the default texts for the survey email as well.

Here's an example of what such a satisfaction survey email may look like on the customer's end:

If the customer clicks on one of the ratings in the email, they will be taken to a separate landing page, where they will have the option to leave an additional comment:

Checking the survey results

You can later check the effectiveness and satisfaction rate in the Analytics section, which you can learn more about here. The results can also be viewed inside the ticket itself - in the visitor's details section on the right. 

In Analytics, you can find the average rating (for a selected time period) in the Tickets tab. You will see a graph with more details, as well as the View rated tickets option - allowing you to see a list of all rated tickets, sorted by rating.

You can also find the average ticket rating for each operator in the Operators tab of the Analytics section.