Find answers in our Knowledge Base
Settings & Customizations
10
A service-level agreement (SLA) is a commitment between a service provider and a client. It lays out the expectations by which that service is measured. In Comm100, you can configure SLAs for Time to First Response, Time to Next Response, or Time to Res...
A trigger is a feature within Comm100’s Ticketing Messaging platform, which allows you to automatically update your tickets or send follow-up emails based on predefined conditions.Step by Step InstructionsLog in to the Comm100 Control Panel.From the le...
IntroductionTriggers allow you to automatically update your tickets, or send automatic follow-up emails, based on pre-defined conditions. If a ticket meets more than one ticket rule, the triggers then work in sequence based on their display order.Common...
Routing rules dictate which department or agent is assigned a ticket when a customer reaches out and a new ticket is created. These rules are configured within the Comm100 Control Panel and ensure that tickets are immediately routed to the person best s...
Auto Distribution in Ticketing Messaging enables you to auto distribute tickets to agents to make sure the workload is distributed optimally. Once tickets are auto-distributed, agents do not need to pick up tickets manually. You can define distribution...
Operating Hour is the days and hours when your ticketing system clock runs. Days when your team working hours are considered Business Days. Business Days are also used to count days within Trigger rules. Non-selected days will be skipped when rules are ...
A regular expression is a sequence of characters that forms a search pattern. When you search for data in a text, you can use the search pattern to describe what you want to search for. A regular expression can be a single character or a complicated sea...
In Ticketing Messaging, fields are used to capture and save information related to a ticket. Comm100 Ticketing Messaging system defines some default fields, and also allows you to create custom fields based on your own business requirements. You can f...
The visitor Single Sign-On (SSO) feature allows you to authenticate your visitor’s account information before the chat starts. It allows you to map your customer account information with Comm100 Contact fields and synchronize the information from your a...
Comm100 Ticketing Messaging supports multiple email accounts. When you respond to tickets, the Default email account is used as the fromemail address.Step by Step InstructionsLog in to your Comm100 Control Panel.From the left navigation menu, go toTick...