How to use the Ticket Tools

There are ticket tools that can be used to manage each ticket. You can find it by clicking ticket option icon (see the red arrow) or in an opened ticket (click “Ticket Tools”). Those in the orange box are the tools. “Assign to Agent” is used to assign the ticket(s) to the agent. The ticket […]

Read More

How to close a ticket

When you have finished having a conversation with your customer or the case has just finished being handled by the agents and team, you can close the ticket. The ticket can be closed by clicking the check box (see the red arrow). Click “Action” option and choose “Close”. Another way to close the ticket is […]

Read More

How to escalate a ticket

There are some cases that need a special treatment. You have to discuss it first with your team from other department. As an agent, you can use escalation feature. Open the ticket, click “New Escalation” tab. Choose an escalation group from the list, click it. You can attach a file by clicking “Choose File” (see […]

Read More

How to set a ticket into a pending status

These are the steps to set a ticket into a “pending status”. As an agent you may need to delay replying a ticket. For example, there is a customer who asks you about a refund process. This case may require a confirmation or further information from the authorized team so it takes time to get […]

Read More

How to use a Response Template

These are the steps to use Response Template. As an agent you may need to reply a ticket as soon as possible. A response template will assist you to do that. Do these following steps to apply the template: Open the ticket, click “Template”, choose the template; for example you choose “General Template”. Click to […]

Read More

How to add customer’s contact info

These are the steps to add customer’s contact info. You can save your customer’s email address and their phone number in the panel ticket detail. This way will make it easier for you to contact the customer next time. To illustrate, when the other team need to contact the customer regarding their complaint, as an […]

Read More

How to use and remove a ticket tag

These are steps to use and remove a ticket tag. You can set a tag for your ticket to categorize it based on what has been discussed in it. This ticket tag will also appear in the report. It may signify what has been customer’s concern about your company/post/promotion, etc. daily, weekly, or monthly. Once […]

Read More

How to write a note

These are the steps to write a note: You can add some notes for your internal team. For example, an agent has moved a ticket to “Pending” status. This note will help the agent to inform the team regarding the case. Fill in the note in the space provided. The note will be automatically set. […]

Read More

How to reply a ticket

These are the steps to reply a ticket: Open your ticket by clicking the message icon below (red-circle) Type your answer on the reply box and then click send button to proceed. The number below the box is showing the character limitation for your answer (orange-ellipse).  

Read More

Basic information about Sociomile Ticket Menu display

Now it’s time to use Sociomile! You can reply your customers’ questions, complaints, publish a post on your social media account, and many more only on Sociomile. Let’s get started! First, we will show you the display of Sociomile that showing the Ticket Menu. Every conversation on your social media account will be converted into […]

Read More