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.