Configuration

The Ticketing Configuration section in BizMagnets allows you to streamline ticket management and automate the assignment process for better efficiency.

This ensures tickets are categorized correctly, assigned to the right team members, and follow proper workflows for faster resolution.

Key Features

• Enable/Disable Configuration: The toggle at the top enables or disables the ticketing configuration system. When enabled, the settings below are applied automatically.

• Assign Bot: Assigns a specific bot to manage tickets. This bot could automate initial responses or handle simpler queries.

• Assign Team: Assigns tickets to a specific team. Ensures that tickets are routed to the appropriate team based on the context or company settings.

• Assign Team Lead: Designates a team lead who oversees the assigned tickets. Helps in managing ticket resolution and tracking accountability.

• Select Ticket Status: Pre-select which statuses should appear when listing tickets. Options Available are Open, Pending, Resolved and Closed

• Select Template: Choose the WhatsApp message template that will be sent automatically after ticket resolution. Keeps customers informed when their tickets are resolved.

• CSAT Feedback Form (Customer Satisfaction Feedback): Option to trigger a feedback form automatically after ticket closure. Helps collect real-time customer satisfaction scores for performance monitoring.

How to Use This Configuration

1. Enable the configuration toggle.

2. Choose the bot, team, and team lead that best suit your ticketing needs.

3. Enable the checkbox for automatic assignment to ensure seamless ticket routing.

4. Click Apply to save the settings.

Advanced Options

Automatic Assignment of Tickets: When enabled, tickets are automatically assigned to teams based on company-specific configurations. This feature is particularly useful for managing tickets generated by contacts from predefined companies.

Ticket Type, Team & Team Lead Mapping

This is where you create multiple ticket assignment rules:

Field	Purpose
Ticket Type	The nature of the ticket (e.g. Sales, Support, Billing, etc.)
Team	The department or team that will handle tickets of this type
Team Lead	The lead person responsible for overseeing these tickets

• You can configure multiple combinations.

• Use the "+" button to add more mappings.

Benefits

• Efficient Issue Tracking: Streamlines the process of logging and managing customer issues, reducing manual workload.

• Enhanced Customer Experience: Provides customers with a convenient platform to report issues and receive timely updates.

• Improved Team Collaboration: Facilitates better coordination among support teams through clear ticket assignments and status tracking.

By utilizing the Ticketing Configuration Module in BizMagnets, businesses can enhance their customer support operations, leading to quicker resolutions and increased customer satisfaction.