Answer support tickets
Let Dexbi answer every new ticket your ticket bot opens.
Dexbi doesn't open tickets. Your ticket bot does that, and Dexbi answers inside them. This works with any ticket bot that creates each ticket as a text channel inside a category.
When you're done, every new ticket gets an answer from Dexbi. Tickets it can't solve go to your staff, and solved tickets close on their own.
Before you start
- Dexbi is in your server and you have some content. If not, do Set up in 5 minutes first.
- You know which category your ticket bot creates tickets in. Open a test ticket and look at which category it lands in.
- You're the workspace Owner or an Admin. Only they can deploy. See Roles.
Deploy the ticket agent
Open Deploy. Next to Ticket agent, click New.
Under Where it runs, check the category your tickets are created in. Every text channel inside it counts as a ticket, including new ones.
Give it a name if you like, for example "Support tickets". Click Create.
Check how it answers
Open the deployment again. Under When it replies, tickets start on Reply all, so Dexbi answers every message in the ticket. That's usually what you want in a ticket.
If you'd rather it answered only when a member clearly needs it, pick Smart reply. See Deploy for the difference.
Choose the ticket behaviors
In the same drawer you'll find four switches:
- Escalate to staff (on). Hands the ticket to a person when one of your escalation rules matches.
- Smart close tickets (on). Closes tickets that are solved or have gone quiet.
- Transcripts (off). Saves a copy of the ticket when it closes and sends the member a link.
- Smart rename tickets (off, Basic and up). Renames the ticket after the member's issue.
Changes to an existing deployment save as you make them. Click Done when you're finished.
Set up the hand-off
Escalation only happens when you have at least one escalation rule. Follow Hand tickets to staff to write one and choose who gets pinged.
Check it works
Open a new ticket with your ticket bot from an account that isn't staff. Ask a question your documents answer. Dexbi replies in the ticket within a few seconds.
Then ask for something that matches your escalation rule. Dexbi tells the member a teammate is taking over and runs your hand-off actions.
Good to know
- One channel or category can only be in one deployment.
- If a ticket gets moved out of the category (for example by a hand-off action), Dexbi keeps covering it until it closes.
- Forums don't work for tickets. Use the public agent for forums.
- With Reply all, Dexbi keeps answering even when your staff join the ticket. With Smart reply, it stays out of the ticket for 10 minutes after a teammate posts, unless someone pings it.
- After a hand-off, Dexbi only answers when pinged. You can change that under After escalated in Guidance.