Swapnika Nag
|
Jan 14, 2024
Managing conversations on WhatsApp is no small task, especially when dealing with multiple groups, hundreds of chats, and a high volume of messages.
Important customer queries can easily get lost in the noise, leading to delays and frustration.
Periskope Automated ticketing ensures that:
Critical messages are flagged and tickets are created automatically
Your team can prioritize effectively without manually monitoring every chat.
SLAs are met, and customer satisfaction remains high.
Now, let’s dive into Automation Ticketing and explore the incredible use cases they unlock for businesses and teams!
Setting up Automated Ticketing
At its core, the feature identifies messages that require attention based on pre-defined criteria and turns them into actionable tickets. These tickets can then be assigned, tracked, and resolved within your workflow. Here's how you can get started:
Setting Up Ticket Automation
Signup to Periskope and create a trial account
Go to the Automation Rules section in the Periskope dashboard.
Click on “New Rule” and select the option to create from scratch.
Define Ticketing Triggers: Specify the conditions that should generate a ticket. For example:
Keywords or phrases in messages.
SLA breaches for unresolved queries.
Emojis indicating specific issues.
Set Ticketing Actions: Decide what happens next, such as creating a ticket, assigning it to a team, or escalating it to a manager.
Save and Activate: Once saved, the rule will work automatically to create and manage tickets in real-time.
Real-World Use Cases for Ticket Automation
1. Keyword-Based Ticket Creation
Scenario: A customer sends a message containing keywords like “urgent,” “help,” or “invoice.”
Automation: A ticket is created instantly and assigned to the appropriate team for follow-up. This ensures no critical query is overlooked, even during peak hours.
2. Handling SLA Breaches
Scenario: A customer query remains unresolved for more than 15 minutes or 1 hour, breaching your SLA.
Automation: The system flags the overdue message, creates a high-priority ticket, and escalates it to the relevant manager or team. Notifications can also be sent to a WhatsApp group or email for immediate attention.
3. Emoji-Based Ticketing for Specific Issues
Scenario: Customers use emojis to indicate their concerns, such as 🔧 for technical problems or 💰 for billing inquiries.
Automation: Tickets are created and routed based on the emoji type, ensuring the right team addresses the issue promptly.
4. Group Monitoring and Action
Scenario: In a large WhatsApp group, a VIP customer raises a concern.
Automation: The system detects the message, creates a ticket, and notifies the relevant team, ensuring the customer’s issue is handled with priority.
Simply signup to Periskope , connect your WhatsApp, and setup automation rules right away! You can also book a demo our team for a walkthrough.
