How are tickets processed in Engage?

Learn how Engage collects, prioritises, and assigns tickets.

A social media mention is collected – Engage identifies relevant customer messages.
A ticket is created – The mention is grouped with previous interactions from the same author.
Priority is assigned – Engage categorises tickets based on urgency using Risk, Purchase, Cancel, Service (RPCS) tags.
The ticket is placed in the queue – Agents receive tickets in order of priority.
Agents respond – Once assigned, an agent can view the ticket history and reply.
The ticket is updated or closed – Depending on the conversation, the ticket can be:
- Closed (resolved, no further action needed).
- Pending (waiting for a customer response).
- Reassigned (sent to another agent, or assigned back to the agent who last worked on the ticket.).
- Muted (if it’s repetitive or not requiring a response).

Pending tickets can either stay in a pending a state indefinitely or can be closed after a configured time intervals.
Reassigned tickets are immediately visible to the new/current agent.
Closed tickets only reopen if the customer sends a new message.