ChatMaxima Ticket Management & Workflow

Ticket Creation & Notifications

1. Will I receive a notification when a new ticket is created?

Yes, you will receive a notification when a new ticket is created. When a new email arrives in your connected account, it will automatically be converted into a ticket in ChatMaxima, and you will be notified in your dashboard to ensure you don't miss any new conversations.

2. Is it possible to merge multiple tickets from the same customer into one conversation?

Yes, the system will automatically merge multiple emails from the same customer into a single conversation. The merging is based on the email's subject line. If a new email from a customer has the same subject as an existing ticket, the new email will be added to that conversation. However, if the subject line is different, a new, individual ticket will be created.

Finding & Managing Tickets

3. Where can I find and view all the email-generated tickets in my dashboard?

You can find and view all your email-generated tickets in the dashboard. Go to Dashboard → Quick Access, and under the Shared Inbox section, click on Ticket. From there, you will see an option for All Tickets. Clicking this will display all of your conversations.

4. How do I mark a ticket as resolved or closed?

 To change a ticket's status, first navigate to the ticket in your dashboard. Go to Dashboard → Quick Access → Shared Inbox → Ticket. From the list of conversations, click on the specific ticket you want to update. From there, you will be able to assign a new status to it, such as Resolved or Closed.

5. How do I transfer a ticket to another agent or team member?

While a direct "transfer" function may not be available, you can effectively redirect a ticket to another agent or team member by assigning it to them. This ensures the ticket is handled by the appropriate person.

6. Can I mark a ticket as spam or junk?

Yes, you can mark a ticket as spam or junk. To do this, navigate to the specific ticket. Go to Dashboard → Quick Access → Shared Inbox → Ticket, and select the conversation. Within the ticket details, you can assign a new status or apply a label to categorize it as spam or junk.

Replying to Tickets

7. How can I reply to a customer's email from within ChatMaxima?

To reply to a customer's email, first go to Dashboard → Quick Access → Shared Inbox → Ticket. From there, click on All Tickets, and then click on a specific ticket to view the conversation and reply.

8. How can I add attachments to my reply from ChatMaxima?

 To add attachments to your reply from ChatMaxima:

1. Navigate to Dashboard → Quick Access → Shared Inbox → Ticket.

2. Click on the specific ticket you wish to reply to.

3. Within the response editor, locate and click the Attachment option to upload your files.

Automation & Search

9. Is it possible to assign a ticket to a specific agent or team?

Yes, it is possible to assign a ticket to a specific agent or team. This feature allows you to streamline your workflow and ensure that each ticket is routed to the most appropriate team member or department for resolution.

10. Can I set up rules to automatically assign tickets to specific agents?

Yes, you can set up rules to automatically assign incoming tickets to specific agents. The round robin method is available, which automates the assignment process by distributing new tickets evenly among a designated group of agents to ensure a balanced workload.

11. Is there a way to search for old tickets and conversations?

Yes, there is a way to search for old tickets and conversations. In the tickets section of your dashboard, you will find a search box. By navigating to Dashboard → Quick Access → Shared Inbox → Ticket and using this search box, you can enter keywords to find specific tickets or past conversations.

Account Management

12. How do I remove or disconnect an email account from ChatMaxima?

To remove or disconnect an email account from ChatMaxima, follow these steps:

1. Go to Dashboard → Quick Access → Channels → Email.

2. In the list of your connected email accounts, select the Actions menu for the email you wish to remove.

3. From there, you can choose to deactivate or disconnect the email account. You can later find it in the deactivated list if you want to reactivate it.