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Ticket Handling
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How to Manage Contacts in Ticketing & Messaging
In Comm100 Ticketing Messaging, Contact is a customer who has a unified identity in the Comm100 system. Having a Contact helps you to track and manage the complete communication history of a customer.A Contact can have multiple identities in each socia...
How to Add Tags to My Social Media Conversations
Comm100’s Social Media Integration allows you to handle social media queries from different platforms like Facebook, Twitter, and WeChat. If you are handling a large number of inquiries in your Comm100 Agent Console, you may want to further organize the...
How to Create Custom Fields for My Tickets
With the Fields Mappings feature of Comm100 Ticketing Messaging, you can create additional fields that help give context to a ticket. These fields allow you to capture information and save it to a ticket. System fields are default, and custom fields c...
How to Use the @Mention Feature in Comm100 Ticket
When you are working on a ticket, you may need to get other agents involved if you want them to follow up with a case and reach out to the customer. The @Mentions feature in the Comm100 Ticket system allows you to collaborate with other agents more effi...
How to Design My Own Ticket Signature
A Ticket Signature is a block of text, sometimes with images or hyperlinks, appended to the end of a ticket message which often contains the sender’s name, contact information, or website URL. With Comm100 Ticketing Messaging, the pre-defined signature...
How to Merge Tickets
Ticket Merge is an operation for you to merge the history of a source ticket with a target ticket. The merge operation is irreversible. After the merge, the target ticket keeps its property values. Future incoming emails, chat transcripts, and offline ...
How to Create Internal Tickets
Internal tickets allow your agent to create internal tasks in Comm100 Agent Console and assign them to other agents in your team.Step by Step InstructionsLog in to the Comm100 Agent Console.Go to the Ticketing Messagingtab. Click New. Click Internal. F...
How to Access the Messages from Each Channel within Ticketing & Messaging
You can create multiple Views to quickly locate messages from certain channels based on predefined conditions. The Filters help you narrow down the tickets you are looking for.Step by Step InstructionsLog in to theAgent Consoleand go to theTicketing Me...
Introduction to Views in Ticketing & Messaging
Views help you to organize customer tickets based on predefined conditions so that you can track them efficiently from the Agent Console. If you are receiving multiple tickets on a daily basis, it can be difficult to track tickets and find the one that ...
How to Insert an Image to an Email Reply
Comm100 Ticketing Messaging allows you to insert images into any follow-up emails. You can send an image by uploading from your local device or providing a URL. The email recipients do not need to download the image to preview it, instead, the images a...
How Does Note Work
In Comm100 Agent Console, the Note feature is an internal communication used among the agents while using the Live Chat or Ticketing Messaging. It is used to assist your teammates in handling customer queries and tickets without being visible to visito...
How to Review and Approve Content via Webhook
Your organization has certain obligations towards its customers in terms of communication. For example, your organization would not allow agents to text all their tier-1 customers at midnight. Therefore, there should be a workflow that can control such ...
How to Use Auto Translation for Ticketing & Messaging
IntroductionComm100 Ticketing Messaging supports Auto Translation with built-in Google Translate integration. Auto Translation enables your agents to auto-identify and translates contacts' messages if they are using different languages.Auto Translation...
How to Block Contact Identities in Comm100 Ticketing & Messaging
IntroductionThe Comm100 Ticketing Messaging system allows the creation of support tickets out of any messaging channels your agent receives. However, it is also noted that your agent also receives unsolicited ticket messages. This article acquaints you...
How to Use Forward Email Message in Comm100 Agent Console
In Comm100 Ticketing Messaging, you can now forward email ticket messages to people within and outside your organization. It works the same way as you forward emails from your email application. The feature helps streamline the customer's query where...
How to Add Multiple Email Signatures
Being an agent, you may have different roles in your organization, and accordingly, you may have multiple email accounts associated with these roles to communicate with your customers. An email account usually comes with its dedicated signature to show ...
Comm100 Ticketing & Messaging Inline Image
Comm100 Ticketing Messaging supports the inline image within the ticket messages of the Email channel. On the Comm100 agent console, having an inline image in the Email ticket message helps in understanding the context of the message that your contact ...
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