Responding to offline messages via Ticketing

The Ticketing system makes it easy to respond to offline messages in the dashboard.

If you have multiple properties, check to make sure you're viewing the correct one. Hover over the current property name in the upper-left menu to select a new property from the list.

Next, select the Inbox icon in the upper tab menu.

Then, select a message and click the Ticket button in the upper right corner of the chat header.

NOTE: You'll need an email to create a ticket from an offline message. If you've included the email field in a pre-chat or offline form and the visitor has filled it out, their email will be added automatically.

If the visitor has an existing email in the system, the current email will be selected by default.

If you wish to use a different email, select the New Email button and a text box will appear.

Fill in the ticket details, then click the Create button to change the message into a ticket.

You can now enter your message directly into the text field at the bottom of the screen. Click the Send (Green Arrow) icon to send your message.

Once the message is sent, the ticket status will change from Open to Pending. Once you’ve created the ticket, make sure to close the original chat or message. You can manually change the status by clicking the status button in the upper-right corner of the ticket window. You have three options: Open, Pending and Closed.

Once you send your message, the visitor will receive a notification by email.

In case you encounter any issues, our support team is always available. Schedule a call so we can better assist you.