WhosOn offers a handy ticketing system to help with customer support. This enables your agents to use WhosOn as a help desk, creating tickets during more complex chat sessions.

Ticketing is especially useful in instances where agents need to escalate queries, or are unable to reply instantly and need to come back with a more considered response. Here’s how it works:

  • Tickets are assigned a unique ID alongside the chat transcript, for context and accuracy
  • Agents can reply to tickets from within WhosOn, with visitors receiving responses via email
  • Each reply and response is stored against the ticket, for a full 'thread' view of progress
  • Tickets can be optionally assigned (or reassigned) to a department or skill group
  • Tickets remain visible until closed, then stored in the database for future reporting/analysis

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