The ticket system is a new tool that allows you to combine several
Posted: Mon Feb 17, 2025 8:31 am
A ticket is a registered request from a customer to technical support, a request for assistance or advice. For example, it could be a question about delivery, a message about an error on a website, or a request for a product return.
Tickets allow you to track issues that affect multiple customers or require more time than a typical request.
A Ticket button has appeared in the chat window interface when starting and ending a request .
By clicking the button you can create a new ticket or add a request to an existing ticket.
When creating a ticket, you need to fill in the fields:
Title – the name of the ticket.
Description – description of the ticket. It is displayed in the general ticket table.
Priority – the priority of the ticket. There are three priorities: Minor , Normal , Major .
Assign Responsible – select an operator as responsible for the ticket.
Deadline – select the deadline date for the ticket.
Request – here you specify the numbers of requests that will be added to the ticket. When creating a ticket from the chat window, this field is filled in automatically.
Status – the ticket status. There are 4 statuses: To do , In progress , Waiting , Closed .
All tickets will be displayed in a single table.
You can also set up access to viewing and managing tickets for your operators and supervisors in the Security and Access Rights section.
Background generation of reports and history of downloaded reports
This update makes it possible to download large reports without having to wait ivory coast whatsapp data for the download on the active tab. Previously, this created limitations: you had to keep the tab open and active, and break large reports into several smaller ones.
The option works only for downloading reports as .xlsx and .csv files.
The reports will be saved in the Generated Reports section .
"Write first" for external channel
News for those who use the Write First option : it is now supported for an external channel in addition to WhatsApp, Telegram and Viber.
For full functionality, you will need to enable the Write First option and an external channel in trial or standard mode.
Instead of a phone number, you will need to enter the client ID in your chosen messenger or application.
Emails about changes in chat center settings
To ensure that you are always aware of changes to your account settings or technical information about the operation of the chat center, emails will be sent to the administrator's email address notifying you of the following events:
changing the company's API token;
change URL for webhook from Telegram, VK, Instagram* API messengers;
change the administrator password and login;
changing the password of operators and supervisors;
Disabling IP filter for login and API;
Enabling access for technical support.
Self-disabling of 2FA by operators
Previously, administrators, supervisors, and operators could enable two-factor authentication (2FA), but they could not disable it themselves.
Users can now disable 2FA on their account themselves. This is necessary so that they can use the chat center if something goes wrong.
When an operator disables 2FA, they need to enter an OTP code (this is 2FA) to confirm the action. If the code is entered correctly, the option is disabled for this account.
Setting up Outlook/Office365 mail service
Previously, there could be problems with connecting mail via Outlook/Office365. This was due to the fact that Microsoft abandoned the standard type of authorization for their services and switched to a more modern and complex one.
With the Outlook/Office365 enhancement, we've added the ability to set up the necessary settings when connecting to your email service so you can stay in touch with your customers.
Number of unread chats per browser tab
We've added a new type of chat notifications: the tab now displays the number of unread chats from the My Chats section .
Notifications about unread chats do not need to be separately configured or enabled - they are available by default for all Chat2Desk users.
Original file names in messages for numbered WhatsApp
WhatsApp number did not previously transmit the original file names for incoming and outgoing messages. We have changed the mechanism for working with attachments, and now files are saved with their original names.
They are written in the original_file_name parameter . If the message type is audio , document , image , video , then its original name will be transferred to this parameter. Thanks to this, files will not be automatically renamed when sending and receiving messages.
Tickets allow you to track issues that affect multiple customers or require more time than a typical request.
A Ticket button has appeared in the chat window interface when starting and ending a request .
By clicking the button you can create a new ticket or add a request to an existing ticket.
When creating a ticket, you need to fill in the fields:
Title – the name of the ticket.
Description – description of the ticket. It is displayed in the general ticket table.
Priority – the priority of the ticket. There are three priorities: Minor , Normal , Major .
Assign Responsible – select an operator as responsible for the ticket.
Deadline – select the deadline date for the ticket.
Request – here you specify the numbers of requests that will be added to the ticket. When creating a ticket from the chat window, this field is filled in automatically.
Status – the ticket status. There are 4 statuses: To do , In progress , Waiting , Closed .
All tickets will be displayed in a single table.
You can also set up access to viewing and managing tickets for your operators and supervisors in the Security and Access Rights section.
Background generation of reports and history of downloaded reports
This update makes it possible to download large reports without having to wait ivory coast whatsapp data for the download on the active tab. Previously, this created limitations: you had to keep the tab open and active, and break large reports into several smaller ones.
The option works only for downloading reports as .xlsx and .csv files.
The reports will be saved in the Generated Reports section .
"Write first" for external channel
News for those who use the Write First option : it is now supported for an external channel in addition to WhatsApp, Telegram and Viber.
For full functionality, you will need to enable the Write First option and an external channel in trial or standard mode.
Instead of a phone number, you will need to enter the client ID in your chosen messenger or application.
Emails about changes in chat center settings
To ensure that you are always aware of changes to your account settings or technical information about the operation of the chat center, emails will be sent to the administrator's email address notifying you of the following events:
changing the company's API token;
change URL for webhook from Telegram, VK, Instagram* API messengers;
change the administrator password and login;
changing the password of operators and supervisors;
Disabling IP filter for login and API;
Enabling access for technical support.
Self-disabling of 2FA by operators
Previously, administrators, supervisors, and operators could enable two-factor authentication (2FA), but they could not disable it themselves.
Users can now disable 2FA on their account themselves. This is necessary so that they can use the chat center if something goes wrong.
When an operator disables 2FA, they need to enter an OTP code (this is 2FA) to confirm the action. If the code is entered correctly, the option is disabled for this account.
Setting up Outlook/Office365 mail service
Previously, there could be problems with connecting mail via Outlook/Office365. This was due to the fact that Microsoft abandoned the standard type of authorization for their services and switched to a more modern and complex one.
With the Outlook/Office365 enhancement, we've added the ability to set up the necessary settings when connecting to your email service so you can stay in touch with your customers.
Number of unread chats per browser tab
We've added a new type of chat notifications: the tab now displays the number of unread chats from the My Chats section .
Notifications about unread chats do not need to be separately configured or enabled - they are available by default for all Chat2Desk users.
Original file names in messages for numbered WhatsApp
WhatsApp number did not previously transmit the original file names for incoming and outgoing messages. We have changed the mechanism for working with attachments, and now files are saved with their original names.
They are written in the original_file_name parameter . If the message type is audio , document , image , video , then its original name will be transferred to this parameter. Thanks to this, files will not be automatically renamed when sending and receiving messages.