What is a ticket in Engage?

Understand how tickets work and why they are important in Engage.

What is a Ticket?

A ticket in Engage represents a social media conversation that requires a response or action. Engage collects, prioritises, and assigns tickets based on urgency, enabling customer service teams to manage and resolve customer interactions efficiently.

How Are Tickets Created?

  • Engage automatically creates a ticket when a relevant social media mention is detected.
  • Tickets are assigned priority tags such as Risk, Purchase, Cancel, and Service to indicate their urgency.
  • Each ticket contains:
    • The original customer mention
    • A conversation history (all related interactions)
    • Response options for agents

Why Are Tickets Important?

  • Ensures efficient handling of social media conversations.
  • Helps teams prioritise and respond faster to important customer interactions.
  • Tracks the entire conversation history for better customer engagement.