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How Do Tickets Help Improve Customer Support?

ProProfs Chat allows you to support your customers even when operators are offline. Customers can raise support requests as tickets so their issues are recorded and can be resolved at the earliest.

 

A ticket is a request from the end user that defines issues and concerns they might be facing with the product or service. Support tickets are the most common form of problem resolution, especially in the absence of live chat support. 

 

A user can submit a ticket through the offline message form when live chat support is not available.

 

Another scenario where users submit a ticket is when their chat request is not accepted by any operator. User's chat request is kept on hold for the maximum wait time after which they can leave a message in form of a support ticket through the offline message form.  

How to resolve Tickets:

Step 1: Log in to your ProProfs chat account and navigate to the "Tickets" tab.

 

Step 2: On the tickets tab you can view the unresolved tickets as "open," the resolved tickets as "closed" and the responses sent to the users under the "sent" option.

 

Hover the cursor over the status option to view appropriate actions, you can select the checkboxes to apply an action to multiple tickets in one go. To manually resolve a ticket click on the ticket to open it.

 

Step 3:  Frame an appropriate response to the user, or you can forward the ticket to another member of your team. Once resolved, you can close the ticket by clicking the drop-down action menu above.  

 

Resolve Tickets & Improve Revenue with Live Chat

 

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