FAQs

Here are some frequently asked questions (FAQs) regarding the ticketing system in BizMagnets

What is the Ticketing feature in BizMagnets?

The Ticketing feature in BizMagnets enables businesses to manage customer support issues or service requests through automated conversations on WhatsApp. It integrates with existing CRM or helpdesk systems to create, track, and update tickets in real time

How can I create a new ticket in BizMagnets?

To create a new ticket, navigate to the 'Tickets' section within BizMagnets and select 'Create Ticket.' Fill in the required details, such as customer information and issue description, and submit the form to generate a ticket.

Can I customize the fields in the ticketing system?

Yes, BizMagnets allows customization of ticket fields to suit your business needs. You can define various field types, including text, number, date, dropdown, and paragraph, to capture relevant information.

What is an SLA Policy in BizMagnets?

An SLA (Service Level Agreement) Policy in BizMagnets ensures timely resolution of customer queries or issues by setting predefined response and resolution timelines based on ticket priority or type. It helps maintain service standards and customer satisfaction

How do I set up SLA Policies for my tickets?

To set up SLA Policies, go to the 'SLA Policies' section in BizMagnets, create a new policy, and specify the response and resolution timeframes based on ticket priorities or categories.

How do I configure SLA Policies in BizMagnets?

To configure SLA Policies, go to the 'SLA Policies' section in BizMagnets. Create a new policy and define the following components:

• Priority Levels: Assign priorities like Urgent, High, Medium, or Low to tickets.

• Response Time: Set the maximum time allowed to acknowledge and respond to a ticket after it is raised.

• Resolution Time: Define the maximum time allowed to resolve the ticket completely.

• Escalation Rules: Establish automatic escalation procedures if SLA timeframes are breached. This configuration ensures that tickets are handled within agreed timeframes.

Can I assign different SLA Policies to different ticket types?

Yes, BizMagnets allows you to assign different SLA Policies to various

Is it possible to assign tickets to specific team members?

Yes, you can assign tickets to specific team members or departments within BizMagnets, ensuring that the right personnel handle customer issues efficiently.

Can I track the status of tickets in real time?

BizMagnets provides real-time tracking of ticket statuses, allowing you to monitor progress, updates, and resolutions through the platform's dashboard.

Does BizMagnets support automated responses for ticketing?

Yes, BizMagnets supports automated responses, enabling immediate acknowledgment of customer inquiries and providing predefined solutions to common issues.

How can I integrate BizMagnets Ticketing with my existing CRM?

BizMagnets offers integration capabilities with various CRM systems. Refer to the integration guides provided in the platform's documentation for detailed instructions.

How can I integrate WhatsApp Flows with the ticketing system in BizMagnets?

BizMagnets allows the integration of WhatsApp Flows with its ticketing system, enabling automated creation and tracking of support tickets. This integration ensures that customer inquiries are efficiently managed without manual intervention.

Does BizMagnets support automated responses to customer inquiries?

Yes, BizMagnets supports automated responses through ChatBOT engagement, which can answer FAQs, collect information, or route complex issues to live agents, enhancing customer support efficiency

Can I manage appointments and help desk ticketing simultaneously in BizMagnets?

Yes, BizMagnets allows you to manage appointments, help desk ticketing, and customer inquiries effortlessly, providing a seamless service experience.

What platforms does BizMagnets support for its ticketing system?

BizMagnets is a cloud-based platform, accessible via web browsers, and offers integration with various CRM and helpdesk systems to enhance its ticketing capabilities

How does BizMagnets ensure quick issue resolution through its ticketing system?

BizMagnets' ticketing system is designed to improve customer support by ensuring quick issue resolution and high customer satisfaction through efficient management of support tickets.

What are Ticket Fields in BizMagnets?

Ticket Fields in BizMagnets are customizable fields that capture specific information for each support ticket. They help structure, categorize, and manage tickets effectively by collecting relevant details during ticket creation or updates

How can I customize Ticket Fields in BizMagnets?

To customize Ticket Fields, navigate to the 'Ticket Fields' section in BizMagnets. You can add new fields by selecting the desired field type (e.g., text, number, date, dropdown, paragraph) and configuring their properties. Additionally, you can edit or delete existing fields to tailor the ticketing system to your business needs.

These FAQs provide a foundational understanding of the ticketing system in BizMagnets, assisting businesses in effectively managing customer support through WhatsApp.