Manage Customer Tickets Efficiently with ChatMaxima – Shared Inbox Guide
Basics & Overview
1. What are tickets in ChatMaxima's Shared Inbox?
Tickets are records of customer queries received via Email or Instant Messaging platforms (like WhatsApp, Messenger). They allow you to track, manage, and respond to customer issues from a unified dashboard.
2. How does the Tickets section help my business?
The Tickets section centralizes all customer queries in one place, helping your team efficiently manage, prioritize, and respond to tickets, ensuring timely support and resolution.
3. Which platforms can generate tickets in ChatMaxima?
Tickets can be generated from Email conversations connected to ChatMaxima.
4. What happens if I don’t connect an email channel for tickets?
Without an email channel, ChatMaxima cannot send ticket-related communications such as updates, replies, or notifications. You must connect an email channel to enable full ticket functionality.
5. Where can I manage tickets in ChatMaxima?
All tickets can be managed from the Shared Inbox section under the Tickets page: https://chatmaxima.com/dashboard/tickets/
Active Tickets
6. What are Active Tickets in ChatMaxima?
Active Tickets are tickets that have been assigned to you. This section allows you to track, manage, and resolve tickets efficiently.
7. What details are shown in the Active Tickets tab?
You can see the ticket name, assigned department, current status, and other relevant information to ensure timely responses.
8. How can Active Tickets improve team workflow?
By keeping all assigned tickets organized in one place, Active Tickets help agents prioritize work, respond faster, and resolve issues promptly.
New Tickets
9. What are New Tickets in ChatMaxima?
New Tickets are recently submitted tickets that are awaiting attention and assignment. They are ready to be reviewed and processed.
10. What information is available for New Tickets?
You can view the ticket name, created date, and status to efficiently assign and respond to queries.
11. How should I handle New Tickets?
Review each new ticket promptly, assign it to the appropriate agent or department, and ensure timely resolution.
Unassigned Tickets
12. What are Unassigned Tickets in ChatMaxima?
Unassigned Tickets are tickets that have not yet been assigned to any agent. These tickets are available for agents to take responsibility for.
13. How can I prioritize Unassigned Tickets?
Use the ticket details such as creation date, ticket name, and status to decide which unassigned tickets to address first.
14. How do I assign an Unassigned Ticket to myself or others?
Click on the ticket and use the assignment options to take responsibility or assign it to another agent or department.
My Tickets
15. What are My Tickets in ChatMaxima?
My Tickets displays all tickets assigned to you specifically. It helps you manage your workload and track progress.
16. Can I update My Tickets in ChatMaxima?
Yes, you can change ticket status, add notes, respond to customer queries, and track progress within the My Tickets tab.
17. What information does My Tickets show?
It shows ticket name, assigned department, current status, creation date, and updated date to help you stay organized.
Resolved Tickets
18. What are Resolved Tickets in ChatMaxima?
Resolved Tickets are tickets that have been addressed and closed. They serve as a record of completed customer queries.
19. Why should I review Resolved Tickets?
Reviewing resolved tickets ensures that all issues have been properly addressed and provides insights for future improvements.
20. Can I reopen a Resolved Ticket?
Depending on system permissions, you may be able to reopen a resolved ticket if further action is required.
Trash Tickets
21. What are Trash Tickets in ChatMaxima?
Trash Tickets are tickets that have been deleted or moved to the trash. They include details like ticket name, created by, assigned agent, and department.
22. Can I restore Trash Tickets?
Yes, tickets in the trash can be restored based on their relevance to maintain accurate records.
23. What information is displayed in Trash Tickets?
Details include ticket name, created by, assigned agent, assigned department, status, created date, updated date, and updated by.
All Tickets
24. What are All Tickets in ChatMaxima?
All Tickets show a complete list of all tickets in the system, including active, new, unassigned, resolved, and trashed tickets.
25. What details are visible in All Tickets?
You can view ticket name, created by, assigned agent, assigned department, status, created date, updated date, and updated by.
26. How does the All Tickets tab help my team?
It provides a comprehensive view of all ticket activities, allowing managers to track responsibilities, ticket progress, and performance.
Ticket Creation
27. How do I create a new ticket in ChatMaxima?
Click the Create Ticket button at the top of the Tickets page. You can then input ticket details and submit it to the system.
28. Can tickets be created from both Email and Instant Messaging?
Yes, ChatMaxima can convert conversations from Email and Instant Messaging platforms into tickets.
29. What is required to send ticket responses via email?
To send ticket-related emails like updates, replies, or notifications, you must connect an Email Channel.
30. How do I connect an email channel for tickets?
Click the Connect Email Channel button in the Tickets page. You will be directed to the email integration page to connect your email account.
31. What happens if no email channel is connected yet?
You cannot send ticket-related communications. You must connect an email channel to ensure smooth workflow and communication.
32. Can ticket notifications be sent automatically?
Yes, once an email channel is connected, updates and replies to tickets can be sent automatically to customers.
33. Can I create tickets manually if messages are missed?
Yes, you can manually create tickets using the Create Ticket button for any customer query received outside connected platforms.
34. Can multiple agents respond to the same ticket?
Yes, tickets can be assigned and managed collaboratively, but only assigned agents should respond to maintain accountability.
35. How do I track all tickets in one place?
Use the Shared Inbox and the Tickets dashboard to manage all active, new, unassigned, my, resolved, trash, and all tickets from a unified view.
Location & Tutorials
36. Where can I find the Tickets section in ChatMaxima?
You can find the Tickets section under Dashboard → Quick Access → Shared Inbox → Tickets: https://chatmaxima.com/dashboard/tickets/
37. How can I quickly access Tickets from the dashboard?
From the dashboard, use the Quick Access panel and click on Shared Inbox → Tickets to view and manage all tickets.
38. Where can I find a video tutorial for managing tickets?
You can find a detailed video tutorial here: https://chatmaxima.com/video-tutorials/exploring-ticket-management-in-chatmaxima/
39. What topics does the ticket management video tutorial cover?
The tutorial covers creating tickets, managing all seven tabs (Active, New, Unassigned, My, Resolved, Trash, All Tickets), connecting an email channel, and tracking ticket workflow efficiently.
40. Is there a step-by-step guide in the video tutorial for connecting an email channel?
Yes, the tutorial provides instructions on connecting your email channel to enable sending updates, replies, and notifications for tickets.