When ticket creation is connected, your phone assistant can open a support ticket for a caller, with their name, email and a summary of what they need. Your team gets the ticket and the caller gets a ticket number to quote later.
Set up tickets by email
- Go to Assistants and click Configure on your phone assistant.
- Open Tickets & survey and find Integrations > Ticket creation.
- Click Add Integration.
- Fill in:
- Email: the inbox that should receive tickets, for example your support address.
- Subject prefix: a short tag added to every subject, for example
[Phone], so you can filter these emails.
- Click Save.
The integration then appears in the tab. Use the pencil to edit it or the bin to remove it.
Tickets in HostBill
If you use HostBill, tickets can go straight into a HostBill support department instead of email. Edenia sets this up for you; contact us to turn it on.
What your team receives
For tickets by email, each ticket is an email to the address you set:
- Subject: the ticket number, your subject prefix and a short subject written by the assistant.
- Body: the ticket number, the caller's name and email, and a summary of the issue, with a note that it was written by the AI assistant.
- Reply-to: the caller's email, so you can simply hit reply.
The ticket number is also saved with the call in Calls. See Tickets from calls.
When the assistant offers a ticket
- When it can't answer a question.
- When the caller asks for a person outside office hours, or a transfer doesn't go through.
- Whenever the caller asks for one.
Before opening it, the assistant always confirms the issue and reads back the caller's name and email, spelling the email letter by letter. Then it reads the ticket number to the caller.
Good to know
- One ticket integration per assistant.
- If there's no ticket integration, the assistant never offers a ticket. If there's no transfer number either, it can only answer from what it knows.
- The assistant never collects card numbers, security codes, passwords or one-time codes, even for a ticket.
- If the ticket can't be created (for example, the email address is wrong), the assistant tells the caller. Check your settings if callers report this.
- Tickets opened during a browser test call are real. Use your own email when you test. See Test your assistant.
- If you can't add an integration and see "You cannot edit this setting at the moment…", the assistant is inactive. Contact us and we'll help.