Tickets
The Tickets module in Yola provides an organised and intuitive interface for managing customer support tickets within your sub-company. From this module, you can view, search, sort, filter, and edit information for all tickets. While you can organise and access ticket details in this module, all ticket-related communications and actions, like takeovers, occur in the Inbox module.
While this module allows you to organise and access chat details, all ticket-related communications and actions, like takeovers, occur in the Inbox module.
View Tickets
The Tickets module displays all tickets in your sub-company, showing the following essential details:
ID: A unique identifier for each ticket.
Customer: Displays the name of the customer associated with the ticket. If the customer is unknown, "Unnamed customer" will appear.
Status: Indicates the ticket’s current state, with colour-coded statuses:
Open (blue): All new tickets have the status "Open" by default.
Pending (yellow): You can change the status to "Pending" based on your internal guidelines.
Overdue (red): Tickets become "Overdue" 7 days after they were received, if you haven't changed the status to "Resolved".
Resolved (green): You can change the status to "Resolved" when the issue has been addressed.
Subject: Displays a brief description of the ticket’s content, defined as follows:
For tickets received via email, this is the email subject.
For tickets created by the chatbot, this is the subject you set within the "Create Ticket" bot action
For tickets created manually, it's the title you defined when creatign the ticket.
Tags: Used to categorise tickets for better organisation (e.g., "Account Issue," "Verified").
Assignee: Displays the agent currently handling the ticket.
Assigned Teams: Optionally, shows the team responsible for the ticket, if one is assigned.
To view additional details, click on a ticket to open the right-hand sidebar.
Search Tickets
Use the search bar at the top of the Tickets module to quickly locate specific conversations. Searchable fields include:
Ticket ID
Subject
Custom Fields
Filter Chats
Filters allow you to refine your search results further. Available filters include:
Assignee: Filter tickets by the assigned agent.
Assigned Team: Filter tickets by the responsible team, if assigned.
Created By: Filter by the user who created the ticket.
Tags: Filter tickets based on assigned tags.
Status: Filter by ticket state (e.g., Open, Pending).
Created On: Filter tickets by their creation date.
Combine Search and Filters
You can use the search bar alongside filters for more refined results. For example, search by a custom field value while applying a filter for a specific status like Open or Pending.
To remove a filter, hover the mouse over the filter dropdown and click the x icon that will appear on the right hand side. To remove an option under a filter, click a filter dropdown and click the x icon on the right hand side of the option you wish to remove. To reset all filters, click Reset All.
Takeover or Respond to a Ticket
Taking over or responding to a ticket must be done in the Inbox module. You can search for it in the Tickets module and follow these steps to respond:
Locate the desired chat in the Tickets module using search or filters.
Click on the chat to open its details in the right sidebar.
Click the "Go to Ticket" button in the top-right corner of the sidebar to navigate to the Inbox.
Refer to the Chat With Customers guide for further instructions on handling chats in the Inbox.
View and Edit Ticket Details
Click on any ticket to open a right-hand sidebar displaying its details. This panel includes:
Subject: The topic of the ticket. Click to edit this field directly.
Assignee and Assigned Teams: To change these, follow the steps in Takeover or Respond to a Ticket in the Inbox.
Customer: Provides information on the associated customer.
Details: Displays ticket metadata such as:
Ticket ID
Short ID
Creator
Description
Status (editable from the dropdown menu)
Received date and time
Email Sender (editable dropdown)
Linked conversations
Custom Fields: Shows additional data specific to the ticket. Editable fields can be updated by hovering over them and clicking the pencil icon.
Notes: Internal comments for tracking and sharing information among team members. Notes can be created, edited, and deleted.
Tags: Use the + icon to add tags or tag groups, and delete tags as necessary.
Hover over fields to see icons for interaction:
Clipboard Icon: Copy the value.
Pencil Icon: Edit the value.
If the "Enforce tags for Livechats and Tickets" toggle is enabled, a ticket cannot be set to "Resolved" status until the required number of tags are added. You can toggle this option on and off under Company Settings.
Create a New Ticket
To manually create a ticket:
Click the + Create Ticket button in the top-right corner.
Fill in the required fields:
Subject
Customer (choose from existing customers or create a new one).
Optionally, fill in additional fields:
Assignee
Assigned Team
Email Sender
Click Create Ticket to finalise.
Tickets cannot be manually created for customers without an associated email.
Export Tickets
The Tickets module in Yola allows you to export chat data for reporting, analysis, or record-keeping purposes. Follow these steps to export tickets:
Apply filters or use the search bar to identify the tickets you wish to export.
Click the checkbox on the table header to select all visible tickets, or select individual ones by checking the boxes next to each one.
Click the "Export X Tickets" button.
By default, all fields related to tickets and customers are selected. Uncheck any fields you don’t wish to include in the export.
Optionally, toggle on "Include transcript" to also include all messages exchanged within the tickets.
Optionally, check the box "Send a copy to my email".
Click "Export Tickets" to complete the export process.
Navigate to Company Settings and Exports to view and download your file.
Delete Tickets
To delete tickets:
Apply filters or use the search bar to find tickets.
Select the tickets you wish to delete using the checkboxes.
Click Delete X Tickets and confirm the deletion.
Note: Ensure you have the required permissions to delete tickets.
Last updated
