Documentation

Working with tickets

Everything you do in the inbox: replying, assigning, snoozing, merging, spam, To do, bulk messages and recording conversations.

  1. The ticket overview: filtering, searching and sorting

    How to read the ticket overview and quickly find the right ticket with filters, search, sorting, channel buttons and the work scope.

    Viewer
  2. Labels and sublabels

    Create labels and sublabels with a name, colour and icon, attach them to tickets and use them to filter the ticket overview.

    Agent
  3. Ticket statuses and lifecycle

    All ticket statuses at a glance, which ones you choose yourself, and which transitions aishaa makes automatically on replies, customer responses, snoozing, waiting and automatic closing.

    Viewer
  4. The ticket screen

    The layout of an open ticket: the divider between conversation and reply, the banners, the top bar with all its buttons, the conversation with the message menu, the line that shows whose turn it is, the composer with aishaa's proposal, the customer card and tabs on the right and the dock with the chat and aishaa at the bottom right.

    Viewer
  5. Replying to a ticket

    How to work with the composer: check or edit the proposal from aishaa, fill in fill-in gaps, give AI instructions, use macros and attachments, choose the signature and sending route, reply via another channel, reply on a marketplace and send the reply.

    Agent
  6. Sending, undoing and what happens when sending fails

    What happens when you click Send: the composer is free straight away, for email you can still undo the sending, and if sending fails you get your text back with a message that stays until you dismiss it.

    Agent
  7. Assigning, support group, important and urgent

    Assign a ticket to a colleague or support group, mark it as important or urgent and manage the read status, from the ticket screen or the ticket overview.

    Agent
  8. Snoozing and wake-up calls

    Set a ticket aside until a chosen moment, or only set a wake-up call, and optionally let aishaa pick up the ticket itself when the snooze ends.

    Agent
  9. Waiting for an external reply

    Set a ticket to Waiting for external reply when you are waiting for a supplier or other third party, optionally with a deadline after which aishaa reopens the ticket and suggests a reminder.

    Agent
  10. Merge, split, move and link

    Merge two tickets, move messages to another or a new ticket, split a conversation from a message onwards, or link tickets to each other without mixing the conversations.

    Agent
  11. Forwarding a message

    Forward a customer message by email to a supplier or other external party, pick the recipient from the address book, decide which customer context goes along, read that context in your own language if you want, and keep the reply in the same ticket.

    Agent
  12. Internal notes and AI notes

    Record internal notes on a customer and ticket in the Memos tab, and read the AI note that aishaa writes for you with a proposal.

    Agent
  13. Customer context next to the ticket

    The right-hand column of a ticket: the customer card in two lines with the customer's channels, the conversation memory, the fixed tabs such as Activity, Memos, Resources, Media and Timeline, the tabs per record type from connected systems and the tabs of workflows.

    Viewer
  14. Records from connected systems on a ticket

    How records from connected systems (orders, returns, files) appear next to the ticket: one tab per record type, merged rows per source, fetching the details with the eye icon, opening the record in the source system, searching a catalogue and choosing a record for an action in a connected system.

    Viewer
  15. Continuous conversation or per ticket

    Temporarily view a customer's whole history on a ticket or only this ticket, and decide per customer whether new conversations from the same address belong together in one timeline or each get their own ticket.

    Agent
  16. No reply needed

    What you see in the inbox when aishaa judges that a customer message does not need a reply, how to confirm that or handle the ticket anyway, and what the three ways of working mean for your workload.

    Agent
  17. Ticket locking and watch-only mode

    Only one colleague works on a ticket at a time. What you see when a colleague already has the ticket open, what the Return, Watch only and Take over choices do, and which messages go with them.

    Agent
  18. Editing multiple tickets at once

    Turn on bulk status mode in the ticket overview, tick tickets and set them to Open, Answered or Closed in one go, confirm 'no reply needed' in bulk, or delete tickets as an Account admin.

    Agent
  19. Creating a ticket yourself

    Start a conversation with a customer yourself: choose the channel, the sender and the recipient, and then write your first message in the new ticket.

    Agent
  20. Reviewing spam

    View emails held back by the spam filter in the spam view of the ticket overview, process a message as a ticket after all, delete spam and restore anything deleted by mistake within 30 days.

    Agent
  21. Giving feedback on a ticket

    Is something wrong with how aishaa processed or answered a ticket? Send feedback with text and attachments to the aishaa team straight from the ticket.

    Agent
  22. Keyboard shortcuts

    All key combinations in aishaa at a glance: send with Ctrl+Enter or Enter, search in a conversation with Ctrl+F, close dialogs with Esc and open items with a double-click.

    Viewer
  23. Customer satisfaction when closing a ticket

    Closing a ticket takes one click: aishaa decides for itself whether it was a customer conversation and gives a satisfaction score, also when you close manually and in bulk editing.

    Agent
  24. Follow-up actions (Ticket actions)

    Attach follow-up actions with a deadline and an owner to a ticket, such as Check stock or Call the customer back, and complete them from the ticket or the Open actions page.

    Agent · feature Ticket actions
  25. Reviewing and starting actions on the ticket

    On the Activity tab of a ticket, you review what aishaa or a workflow proposes: a plugin action in a connected system, a message to the customer or to an external party, or a change to the ticket. Read what the AI's doubts mean, how to confirm an outdated proposal, how to start an action yourself and who may execute.

    Agent
  26. Files and attachments

    How to add files to a reply, including files from an action in a connected system or from the Media tab, how to pass a file from the ticket to such an action, how aishaa decides for each file whether it goes in the message, as an attachment or as a download link, which size limits apply to email and WhatsApp, and where to find received files.

    Agent
  27. To do

    To do is one list with everything waiting for a person: proposals from aishaa (such as a plugin action or a message), and requests and tasks from workflows. Read what is in the list, how to filter, how to handle an item and when an item expires.

    Viewer
  28. Bulk messages: one message to many customers

    With a bulk message you send one message to a whole group of customers, by email or with an approved WhatsApp template. Everyone gets their own message with their own details, and a reply becomes a normal ticket.

    Team lead
  29. Recording a conversation

    Record a face-to-face conversation with a customer in the browser; aishaa keeps the recording with the customer under Objects and writes out the conversation with the speakers told apart, after which a workflow can take it further.

    Agent