This release note provides an overview of the enhancements made to Comm100 Ticketing & Messaging and Contact Management. The Trigger enhancements allow you to automate ticket management tasks including deleting junk tickets, adding or removing ticket tags, adding Ticket ID to the ticket subject and the trigger email subject, and sending emails to defined email addresses. The field mapping between Live Chat and Contact Management allows you to create a contact more efficiently.

Enhancement of Triggers in Ticketing & Messaging

Triggers in Ticketing & Messaging allow you to automatically update your tickets or send follow-up emails based on predefined conditions. New trigger conditions and actions allow for the automation of more ticketing management tasks.

To learn more about how to use triggers, see this article.

Delete junk tickets 

You can delete junk tickets that contain specific spam keywords automatically. The deleted tickets are stored in Recycle Bin on the Agent Console.

Add or delete multiple ticket tags 

You can add multiple existing tags to tickets by setting the value of Tag (Added). Tags can be deleted by setting the value of Tag (Removed).

Insert Dynamic Info into the subject of trigger emails

When using Triggers to send emails automatically, you can insert dynamic info such as Ticket ID and Ticket Subject into the email subject.

Insert Dynamic Info into the subject of the ticket

When a ticket is created, you can add the ticket ID and other dynamic info to the ticket subject for easier identification.

Use message content as a condition to filter tickets

You can use message content as a Trigger condition to filter tickets.

Send emails to defined email addresses

You can send trigger emails to defined email addresses so that the account manager or your sales team who are not using the Ticketing system can receive timely notifications.

Mapping of Live Chat “Phone” Field to Contact Identity

If a visitor inputs their phone number in a pre-chat survey or an offline message window, when you create the visitor as a contact, the phone value can be mapped to the contact’s SMS identity and Phone field automatically.