What is a ticket?

A ticket tracks the actionable conversations with customers on Slack for your teams that use email support tools like Zendesk, Freshdesk, Intercom etc. Use tickets to track multiple support conversations with customers across Slack connect. By default, a ticket contains a Title, Description, Priority, Ticket type, Creator (automated).

The fields for a ticket are completely customisable

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How to create a ticket

To get started, you must have an integration enabled to create a ticket.

Create a ticket using Message Action

• Hover over the message from the customer. Click on the 3 vertical dots seen in the extreme right for more actions. This is called as a Message Action.
• Find Create a Request either in the menu or via more message shortcuts.
• Click Create a Request. Fill out the form and submit.

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Only you as a vendor will be able to create a ticket through message actions.

Create a ticket using emoticon

On any message, simply use the 🎫 emoticon and select Add Details. Enter the relevant details in the form and submit.

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Both vendors and customers can create a ticket through ticket emoticons.

Create a ticket using Shortcuts

• Click on the + icon near the Slack conversation input box. Type 'create' and the below option shows up.
• Click on 'Create a Request' with Thena.
• Now, select the relevant channel where you want to create the request. After that, enter the relevant details in the form and submit.

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Only you as a vendor will be able to create a ticket through message shortcuts.

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Ticket Statuses

Open

When a request is first created, it is marked in the open state. Here, no action has been taken to resolve the request yet (work is yet to begin). Re-open is nothing but a request going from Closed -> Open.

In Progress

Vendor has begun work on the request. This status provides transparency to the customer on the fact that the vendor has seen the request and is working on it.

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Escalated

In urgent scenarios, or when a request has been pending long, the customer or vendor can escalate the request. There are two ways that one can escalate:

• Direct Message: To the Account Executive/CSM and the Vendor Sponsor
• Redirect the escalation to an internal channel.

This is a unique feature that enables quick action in case a customer is unhappy.

Types of Escalation

In order to create an internal bridge for the vendor stakeholders to interact, Thena allows for 2 types of escalations: Escalate to a channel and Escalate to the CSM and Exec Sponsor.

Escalate to a channel

The user selects the relevant channel that they want to escalate the request to. Once selected and submitted, the escalation request reaches the destination channel in a form described below.

Escalate to the CSM and Exec Sponsor

If a user selects 'CSM and Exec Sponsor', a separate direct message is created between the Primary CSM, the Exec Sponsor and Thena. If a user from the vendor side wants to escalate internally, then the escalation direct message includes the CSM, the Exec Sponsor, and the user escalating the request.

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Closed

A closed request is where the customer's query has been addressed. The customer (and others) can now give relevant feedback using emoticons, and a 2 or 5 point feedback scale (upcoming)

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Tags

A lot of B2B organisations use Tags in ticketing for analytics. We are now incorporating Tags in Thena to ensure your analytics are relevant. Tags Supported include

• Customer Onboarding
• Latency
• Reporting Inaccuracy
• Edge case
• Feature Request
• Knowledge Gap
• Fraud
• Implementation
• Data Discrepancy
• Data Request
• Security and Privacy
• Messaging and Notifications
• Login Issues
• Entitlement