Opening a Ticket from the Contact Page

TextIt enables you to seamlessly transition contacts from automated workflows to personalized interactions with human agents through its ticket system, all without exiting your workspace.

It is now possible to open a ticket directly with a contact, even outside of a flow. The process is as follows:

Navigate to the Contacts tab located on the left-hand sidebar.

Select the desired contact. On the right-hand panel, click the menu icon (☰) and choose ‘Open Ticket’ from the dropdown options.

A dialog window will appear. Please complete the following fields:

1. Choose a relevant topic or category for the ticket.

2. Assign an agent to handle the ticket. For details on adding agents to your workspace, refer to this article.

3. Include any relevant notes or context to assist the agent during the interaction.

Click “Open”, and the ticket will be created, ready for the assigned agent to start the conversation with the contact.