This guide helps agents and admins streamline workflows, resolve tickets faster, and improve customer satisfaction.
✅ Ticket Lifecycle: From New Query to Resolution
📥 New Tickets Automatically Created
- Any new customer message = New Ticket
- Tracked in the All Tickets View until resolved
🧠 Use this to never miss a customer query again.
⚙️ Auto Assignment to Agents
📌 Enable from Settings:
Auto-assign new tickets to agents who are currently online.
🧑💼 Round Robin Assignment Logic:
- Equal distribution among Online Agents
- Change online status from the top right
🔢 Ticket Load per Agent:
- Default: 100 tickets max per agent
- Need more? Email:
support@businessonbot.com
🎯 Helps balance load and avoid overworked agents.
⏳ Ticket Status Management
After replying:
- Click Send & Set as Pending
- Use the status panel on the right to manually change it
or
✅ Helps track which conversations are awaiting customer reply.
🔄 Auto Reopen on Customer Reply
🛠️ In Settings, enable:
"Move ticket to Open on customer reply"
This ensures agents are alerted when the customer replies.
🚨 Keeps active conversations front and center.
🏷️ Tagging System: Segment & Track Smarter
Use Tags to add context to customers and tickets.
🧍♂️ Customer-Level Tags
To describe types of customers:
- 🛍️
High Value Customer - 🌐
Repeat Buyer - ❗
Refund Risk
🎫 Ticket-Level Tags
To describe issue type or intent:
- 📦
Order Delay - 💬
WhatsApp Campaign Query - 📸
Product Quality Complaint
📊 Tags improve filtering, reporting, and automation.
🧭 Views & Role-Based Goals
Use Views to focus work based on role.
🗂️ All Tickets View
Global view for tracking all tickets.
👩💻 Agent’s Open View
- Shows tickets assigned to the agent
- Status: Open
- Goal: 🟢 Resolve & set to Pending or Resolved
🎯 Agent KPI: Keep Open Tickets = 0
👨💼 Admin Views
Admins manage system-level performance:
- 🔴 Unassigned View → Tickets needing agent allocation
- 🟠 Unresolved View → Tickets still in progress
🎯 Admin KPI: Keep Unassigned & Unresolved = 0
🧩 Custom Fields: Add More Meaning to Tickets
You can add custom fields to every ticket for better tracking, automation, and filtering.
Use these for D2C brands:
🏷 Field Name | 🎯 Purpose | ✅ Example Values |
Priority | Helps triage ticket urgency | High / Medium / Low |
Type of Query | Understand context faster | Order / Return / Product Info |
Customer Segment | Track patterns by type | VIP / New Customer / Influencer |
📈 Great for automations and dashboards.
🧹 Daily Optimization Checklist
🧾 Pin this for agents and admins
Role | Daily Goal |
🧑 Agent | ✅ Resolve or snooze all Open Tickets |
👨💼 Admin | ✅ Assign all tickets + Clear Unresolved |
🔁 Check at EOD to ensure inbox hygiene!