Here are the answers to the most frequently asked questions about the Tickets section:

• Yes, everything is managed through Humand App. In addition, email notifications can be added when a new ticket is opened.

• At the moment it is not possible to answer tickets from email.

• Yes!

• Yes!

• An agent responsible for response cannot see all the tickets and who is assigned to them. The agent, from Humand App or Humand Web, can only see the free tickets and those assigned to them. However, from Humand Admin, they can see all the tickets and who is assigned to each ticket.

• There is no character limit in the automatic reply message.

• Indeed, we will be able to visualize the ID of each ticket by downloading the request report of each Tickets Channel from the Administrator Panel.

• Yes, it is possible! Contact your executive, who will share with you the events linked to the agents and the consultation channels, being able to calculate the satisfaction index per agent.
• Yes, it is possible. Please contact the Support team to do so. 

• If the ticket remains unassigned and the channel is changed:

  • Time to assign: It is counted from the time the ticket is created until it is assigned (regardless of whether the channel is changed in the middle).
  • Time to finish: It is counted from the time the ticket was created until the end of the ticket (regardless of whether or not the channel was changed in the middle).

  If the ticket was already assigned and the channel is changed:

  • Time to assign: It is counted from the time it is created until it is assigned the first time.
  • Time to finish: From its creation to its completion.

  Example: a ticket was waiting to be assigned on channel A for 2hs and then re-assigned to channel B for 20min. The 2hs and 20min of time to assign pass to the final channel, i.e. channel B. No time is split (the tickets add to the statistics of the channel they are in at the moment).

• This is currently not possible, since today everyone who has admin access to manage channels can see the metrics of other channels.
• Deleting a channel deletes the tickets in the admin but not the chats in the users. That is, from the Admin the tickets disappear but the users still have access to their created tickets/chats and will see a legend that says “The request channel no longer exists”.