Documentation / Working with tickets
Creating a ticket yourself
In short: With Create in the ticket overview you start a conversation with a customer yourself, for example to email or message someone proactively. You choose the channel and recipient, the ticket is assigned to you and opens straight away, and that is where you write the first message.
Where to find this
Go to Tickets and click Create in the toolbar. On a narrow screen this is a plus icon with the same tooltip. If you have no tickets yet, the Create button also appears in the empty list. The Create new ticket dialog appears with the explanation Choose the channel and recipient for the new conversation.
Who: from the Agent role. The ticket belongs to the organisation you choose in the dialog.
The Create new ticket dialog with the Organisation and Channel fields, the sender choice, the address field with suggestions and the Subject field.
Creating a ticket
- Under Organisation, choose the organisation the ticket belongs to. You only see this field if you have access to more than one organisation.
- Under Channel, choose the channel through which you want to reach the customer. You only see this field if the organisation has more than one channel to send with.
- Choose the sender. If the organisation has more than one sender for this channel (for example two email addresses), there is a Send via… button to choose the sender.
- Fill in the recipient. The label of this field follows the channel: Email address, WhatsApp number, Phone number, SMS number, Instagram username, X username or Web widget ID. Start typing; aishaa shows up to eight matching existing contacts. Choose one, or type a new address and choose the suggestion with New address.
- Optionally fill in a Subject.
- Click Create.
The new ticket opens straight away and is assigned to you. The conversation is still empty: write your message in the editor and send it as with any other ticket. See Replying to a ticket.
Existing contact or new address
| Situation | What happens |
|---|---|
| You choose an existing contact from the suggestions | The ticket is linked to that customer and that address. Below the suggestion you see the name of the customer or the company. |
| You type an address that is not yet known and choose New address | aishaa creates a new customer (person) with this address. For now the customer’s name is the same as the address; change it later in the customer profile. |
For the email channel the address must look like an email address; otherwise you cannot create the ticket. For other channels at least two characters are needed.
Messages in the dialog
| Message | Meaning |
|---|---|
| No send channels are available for this organisation. | The organisation has no channel through which aishaa can send. Connect a channel first, see Setting up email: the options at a glance. |
| This channel is not yet supported in the simplified manual ticket flow. | You cannot (yet) start a ticket manually for this channel. Choose another channel. |
Good to know
- If you choose an organisation that is not your current organisation, aishaa automatically switches to that organisation as soon as the ticket has been created.
- For WhatsApp the 24-hour window applies: if no message from the customer has come in during the past 24 hours, you can only send an approved template. See The 24-hour window.
- If you want to forward an existing message to someone else, use Forward in the menu of that message instead of a new ticket.
- There is no way to create a ticket from the customer profile; you always start from Tickets > Create and look up the contact there.