When a customer sends a request to one of the channels that have been integrated into IZIHelp, the ticket will be appear as:

(1) Requester: name of a customer.

(2) Agent: name of the employee handling the request (ticket)

(3) Enter comment: the content you want to reply.

(4) Channel Icon: Depending on each channel in the system, there will be different icons displayed corresponding to each channel to indentify which channel the request came from.

(5) Extended operations. E.g. The requests from the Facebook comment channel include viewing comments, liking comments, and hiding comments.

(6) Select the channel (Facebook/ Zalo/…):

• Internal note: This note is only visible to employees, customers will not receive feedback if “internal note” is selected.
• Other channels: Customers will receive feedback that the system sends out.

(7) Chosing Macro

(8) Status of request: update the request to the appropriate processing status.

(9) Other functions in ticket

• Show history: Review interaction history and ticket changes.
• Clone: Create a new request with the same information as the current request
• Create child ticket: Create a child request with the current request as the parent. These 2 requirements are linked.
• Delete ticket
• Export Ticket Transcript: Export the request’s content to email.
• Export ticket: Export request information to excel file.