Ticket view
Here's an overview of the ticket view and summary of its features.
1. My open tickets bar
In this bar you can see all your open tickets. You can close a tab if you don't need to actively deal with the ticket. Once the player messages back the ticket will re-appear in the my tickets bar.
2. Ticket status & actions bar
Here you can see basic information about the ticket, such as its ID and its status. See ticket statuses for more information about the available statuses.
3. On hold
This toggle allows you to put the ticket on hold, or remove it from hold. When you cannot provide an answer to the user right away you can put the ticket on hold. When the ticket is on hold automations such as automatic reminders or closing of inactive ticket won't be applied on the ticket.
4. Tags and Fields
In this sidebar you can see all the tags and fields attached to the ticket, as well as add new tags and fields. See the Tags & Fields guide for more information about tags and fields.
5. Player Journey
Here you can see the player journey. The player journey shows the steps the player took before the ticket was created, such as what questions they asked from Theymes AI assistant and what articles they read. This can provide valuable information about the problem of the player to the customer support agent.
6. Player information
Shows the basic player information such as the player ID and name.
7. Chat with player
Start a new ticket with the player initiated by the customer support. This allows the customer support to pro-actively communicate with the player for example to ask for more information about a previously reported bug, or to ask VIP players about their recent experience with the game.
8. Related tickets & Metadata
From the Conversations tab you can see all the tickets from this player, with a brief summary of what the ticket is about. Hovering the ticket card with your mouse will show you the full summary.
From the Metadata tab you can see basic metadata of the player such as their player tier, what phone they are playing with, the version of the game, etc.
9. Conversation
The conversation between the player and customer support can be seen in this section, as well as other important events such as private notes, co-pilot changes, assignments and so on.
10. Message editor
Here you can write your response to the players. See Message editor guide for more information about available features.
11. Message tools
The Tools button can be used to use tools such as spell check or generating a message automatically. See Message editor guide for more information about the tools. The Insert template button allows you to insert a pre-made message template. See Message templates guide for more information.
12. Reply
Send your reply to the player. You can click on the down arrow to use shortcuts Reply and Resolve, Reply and Reject or Reply and put on hold. See Resolving & rejecting tickets guide for more information