Adding a TextIt Ticketing Service

TextIt facilitates the seamless transition of contacts from automated workflows to human agents, enabling your team to assign, address, and resolve tickets without exiting your dashboard. Tickets requiring attention or those not yet assigned can be quickly located in the “Unassigned” folder.

Adding agents

To begin, add agents to manage tickets. Navigate to your workspace settings by selecting the settings icon at the bottom left.

Then, click on Invitations.

On this page, select the ‘New’ button at the top right. Enter the agent’s email address, assign the “Agent” role from the dropdown, and click ‘Send’. The agent will receive an email invitation to join your workspace.

Opening a ticket in a flow

Initiate a ticket at any stage of your flow by choosing the ‘Open a ticket with a human agent’ action from the dropdown.

1. Select a topic or category. Note: Only Administrators and Editors can create new topics via the Tickets tab by clicking ‘New topic’ in the left panel.

2. Assign an agent to the ticket (refer to the section above for adding agents).

3. Include any relevant information for the agent, such as flow results referenced using @results.

Viewing and Managing Tickets

Access the Tickets tab to review all tickets. The All folder contains every ticket, while the Unassigned folder holds those awaiting assignment.

Use the dropdown to filter by Open or Closed status, or by specific topics such as “General” or “Wellness.” (General is a default topic; create new ones using ‘New Topic’.)

Agents can close resolved tickets using the red ‘Close’ button. Closed tickets can be reopened if needed.

If you need to reopen a ticket after it was closed, all closed tickets have a button to reopen them.

Contact details

For additional contact information, select the ‘Fields’ tab beside the ‘Chat’ tab. Key fields are displayed at the top; check ‘Show All’ at the bottom left to view all fields.

Note: Administrators and Editors see all fields; Agents only see fields they have permission to access. Learn more here.

Adding Internal Notes

Agents can add notes to tickets during conversations. Click the ‘Add note’ button in the top-right dropdown of the open ticket, type your message, and select ‘Save’. Notes appear in yellow to distinguish them from blue message bubbles.

Note: These notes are visible only to the support team.

For broader comments visible to Administrators and Editors on individual contact pages, use the ‘Notepad’ tab in either the Tickets or Contacts section. After adding notes, click ‘Save’; any changes will record the user’s name and timestamp.

Tickets can be assigned or reassigned directly from the Tickets tab. Above each ticket’s text box, two dropdowns are available:

Assigning tickets to another agent

Aside from assigning tickets from the flow, agents can always assign or re-assign tickets directly from the Tickets tab.

Above each contact ticket’s text box, you will see two drop-down.

The first bar on the left is to assign this ticket to an agent, click on the ‘X’ to un-assign this ticket, or on the drop-down to assign it to another agent on your workspace.

The second drop-down will help you assign this ticket to a topic, click on the drop-down to see all the topics you have created.

Opening and closing tickets

Once the ticket has been resolved, you can click the red ‘Close’ button at the top of the textbox.

Starting a flow after a ticket is closed

To follow up with contacts after ticket resolution, start them in a flow immediately upon closing the ticket. Go to the Triggers tab, click ‘New Trigger’, and select Start a flow after a ticket is closed to choose your flow.

Open Tickets Smart Group

To identify contacts with unresolved tickets, explore the ‘Open Tickets’ Smart Group feature here.

Tips

To enhance messaging efficiency and consistency, consult this guide on creating predefined responses for agents.