This guide is designed for Ticketing & Messaging agents and all those who use Ticketing & Messaging to interact with their contacts daily. This guide provides you with all details required to use Comm100 Ticketing & Messaging and become a successful Ticketing & Messaging agent.

Before you begin accepting tickets, you need to customize a few personal settings for your account from the Control Panel. You can set the Avatar, First name, Last name, Display name, and so forth on the Edit Agent page. To customize these details, navigate to Global Settings > People > Agents.

You can use the Agent Console from your PC's browser or by downloading and installing our desktop app. You can also access Agent Console on your mobile phone by installing the Comm100 Live Chat app.

To learn more about Comm100 Agent Apps, see this article.

Use these links to download the desktop app for Windows and Mac:

Set your Status

You need to log in to the Agent Console and set your status to Online when you are available to start accepting tickets. Change your status to Away when you are on breaks and click Log Out when your shift ends.

 Admins can use the Custom Away Status feature in the Global Settings of the Control Panel to create a new status if it is needed.

Set your Preference

The Preferences tab is where Agents can decide on the settings for their Agent Console. These are organized by product or area, for example, Live Chat, Ticketing, Global and covers settings such as Sound & Popup notifications, Email Signatures, Language, and so forth.

Sound & Popup

Use the Agent Console's Sound & Popup settings to set different alert sounds and popups to differentiate between a new email response, a new public response, and a new private response. The Sound & Popup setting ensures no ticket requests or responses from your contacts are missed. 

Email Signature

An email account usually comes with its dedicated signature to show who you and the company you represent are. 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. This feature allows you to design and use multiple ticket signatures while communicating with your contact.

To learn more about designing your signature, see this article.

Language

Being an agent, you can set your language preferences to communicate with your contact. You can set the direction of text showing in the agent side conversation area. 

Moreover, you can auto-identify and translate contact messages if you are using different languages. To learn more about Auto Translation, see this article.

You can also enable spell check and choose the language you prefer content to be translated to so you can best understand it. If a typo or spelling mistake is detected, a red wavy line will appear under the word. You can then right-click on the word and choose the correct word to replace it.

Global

If you are using the desktop version of Agent Console, then in the Global tab, you can set your preference for Automatically login with last login information, Start Agent Console upon startup of your machine, Auto Logout, and Auto away.

• Select the Automatically login with last login information check box the if you want to save time entering email and password every time. Once you open the Agent Console, you’ll be automatically logged in.
• Select the Auto away check box (only available in the Desktop app) and specify the time period if you want the system to automatically change your status to Away when no mouse or keyboard input is detected.
• Select the Auto Logout  (only available in the Desktop app) check box and specify the time period if you want the system to automatically log you out from the Agent Console when no mouse or keyboard input is detected.
• Choose whether you want to exit or minimize your Agent Console to the system tray when you cross out the Agent Console (only available in the Desktop app).

Conversation area

The Conversation area shows an exchange of ongoing ticket message between you and your contact. By clicking on the small drop-down list, you can perform actions on the ticket such as Merge, Block Sender, Mark as Unread, and Delete. If you click the Resolve button, it will close the ticket. The new option that will appear in its place will be Reopen. As such, there is always the option for an agent to reopen a ticket if needed. 

You can use the Replying area while replying to the contacts. The Replying area has options like sending emojis and setting auto-translation of your contact's language.

You can switch between Reply and Note tabs if you need to take notes in the middle of a conversation. The Note tab will turn the box yellow; indicating that any content added as a note will only be visible internally, the contact will not see it.

Action area 

The Action area has the following tabs—Info, Help Content, Contact, and History. Use the Action area to check ticket details, change contact, view ticket history, share a Canned message, Knowledge Base article, and Bot responses with your contact accordingly.

Ticket list area

The ticket list area contains a list of all the tickets from various channels. You can also choose to group these tickets by creating a View. You can simultaneously perform a batch operation (edit the assignees, priorities, and statuses) of all selected tickets. You can even delete unsolicited tickets. Views can be public or private, if they are public, they can be seen by all Agents, if they are private this will be limited to the Agent who created it.

In addition, you can sort the ticket list by Next SLA breach, Last Reply Time, Last Updated Time, Priority, and Status either in ascending or descending order.

Views & Tag area

Comm100 Ticketing & Messaging comes with system default Views—All, My Open, My Department, Unassigned, All Open, and @mentioned, allowing you to locate tickets on predefined conditions. You can also create and manage custom views to organize tickets per your business needs.

Comm100 Ticketing & Messaging also allows you to create and manage Tags. By tagging your tickets, you can handle many inquiries in your Comm100 Agent Console efficiently.

Moreover, you can search for the required tickets, which you want to work on in the Search bar. You can even create Email, SMS, and Internal tickets and retrieve tickets from the Junk and Recycle Bin list.

In addition, it takes control of your inbound support tickets and ensures the correct department and agent handles them.

Create Views

Comm100 Ticketing & Messaging comes with system default Views—All, My Open, My Department, Unassigned, All Open, and @mentioned, allowing you to locate tickets on predefined conditions. In addition, you can also create custom Views to locate tickets as per your business needs. The Views help you narrow down the tickets in your ticketing system and only display the tickets which require your attention.

To learn more about creating Views, see this article. 

Use @mentions

When 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 or want to provide visibility to others. The @mentions feature allows you to collaborate with other agents more efficiently and keep them in the loop by using a simple @ symbol in your ticket Note field.

To learn more on @mentions, see this article.

Other actions – Merge, Block Sender, Mark as Unread, and Delete

Merge Tickets

You can 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 messages to the source ticket will automatically be attached to the target ticket. Your future search of the source ticket brings up the target ticket.

To learn how to merge tickets, see this article.

Block Sender

You can block senders across different channels from Agent Console if you receive unsolicited ticket messages. To learn more about block senders, see this article. 

Mark as Unread 

You can mark the ticket message as unread in case you want to work later. A blue vertical bar appears next to the ticket in the ticket list area.

Delete

You can move the ticket to the Recycle Bin if it is irrelevant.

Respond Tickets

You can view and reply to tickets in the conversation area of the Agent Console. You can see the ticket history simply by scrolling up. You can reply by using the text input area at the bottom of the ticket view. If you respond via email, you can click the icon to expand the text input area and access options to edit formatting.

It is also possible to add notes that the customer won't see and tag other colleagues using the @ key to send them a notification about a ticket that will show in their @mentioned filter.

If your customer has several different contact details for different channels listed on their Contact record, you can choose which channel to reply with by selecting it from the drop-down list. Once you're done, click Send. In addition, if you have several different means of replying, for example, three email addresses, you can reply from the default email that the visitor contacted or if you needed to reply with another email, you could choose that from the drop-down list to the top-right of the reply box. 

Once you have replied to the customer, you can click Resolve to close the ticket.

Create an Internal Ticket

You can create internal tasks as tickets in Comm100 Agent Console and assign them to other agents in your team. Canned Messages can be used in Internal Tickets. You can also define the priority and apply ticket tags to locate and review them later. 

To learn more about creating an internal ticket, see this article.

Tag Messages

If you handle many inquiries in your Comm100 Agent Console, you may want to further organize them by assigning keywords or tags. You can attach one or more customized keywords or phrases to each message, making it easier to group them and review them later.

To learn more about adding tags to messages, see this article.

You can kick off and set the agent's status to away from the chat group.

By kicking off an agent, you immediately end their active chats. The agent is logged out from the Agent Console.

By setting the agent's status away, you change their status to Away. However, the agent remains logged in to the Agent Console and their ongoing chats will continue.