The Rule Introduction of Ticket Manager

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Rule  

Ticket Manager Rule is created based on a set of conditions and actions. The condition specifies a series of qualifications used as a reference for the system to determine which rule to apply.  

The conditions can be specified in selecting a certain channel. Furthermore, users can determine whether the New or updated Ticket must meet ALL/Any of the following conditions: 

  • Ticket Type (optional) 
  • Subject (optional) 
  • Customer Email (optional) 

Actions are the procedure the system will execute when qualifications are confirmed.  

The Rule can be viewed as a series of instructions that are set for the Ticket Manager. For example, all the tickets sent from a specific Email address will be set to the Delete Status. As another example, tickets with specific subject titles will be assigned to a designated agent automatically.  

How to Set up?   

  1. Please go to Tickets--> Rule-->Add Rule as illustrated below.  
  2. Input the name of Rule. Select whichever marketplace that the tickets or support emails will be applied to.  

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Specify the conditions: the rule can be an instruction to determine whether the tickets meet all / any of the following conditions displayed in the condition dropdown menu.  mceclip1.png

 

Conditions are categorized into three categories: Ticket Type / Subject and Customer Email  

Ticket Type: The notion behind this category is that the title Buyers would choose when they plan to contact a Seller on Amazon.   

  1. Contact Buyer: Agents create messages or tickets to contact Buyers through Ticket Manager. The title of the ticket will be "Contact Buyer. "

  2. Negative Feedback: This condition needs to be set up in the General Section under Settings first. When receiving Negative Feedback, a new ticket will be created with the title of Negative Feedback.  

  3. Negative Review: This condition needs to be set up in the General Section under Settings first. When receiving a Negative Review, a new ticket will be created with the title of Negative Review.  

  4. Cancellation:  When BigCRM receives a new message from Buyers with the title “Cancellation. ” 

  5. Wrong Item: When BigCRM receives a new message from Buyers with the title “Wrong item.” 

  6. Defective Item: When BigCRM receives a new message from Buyers with the title “Missing parts or accessories. ” 
     
  7. Invoice Request: When BigCRM receives a new message from Buyers with the title “Invoice Request. ” 
     
  8. Returns Query: When BigCRM receives a new message from Buyers with the title “Returns Query. ”  

  9. Shipping Query: When BigCRM receives a new message from Buyers with the title “Shipping Query. ”  

  10. Shipping: Delivery: The new tickets are requested from the Buyers with the title “Shipping Delivery. ” 

  11. Shipping: Ship faster: When BigCRM receives a new message from Buyers with the title “Ship faster.” 

  12. Shipping: Change address: When BigCRM receives a new message from Buyers with the title “Change Address.” 

  13. Customers: Thank you: When BigCRM receives a new message from Buyers with the title “ Thank You.” 

  14. System Message: When BigCRM receives a new message from Amazon with the title related to the Seller account.   

  15. System: Q&A: When BigCRM receives a new message from Amazon with the title related to Q&A.  

  16. Product Query: New tickets are requested from Amazon with the title “Product Query” 

  17. Order Query: New tickets are requested from Amazon with the title “Order Query” 

  18. Payments Query: When BigCRM receives a new message from a customer with the content related to “Payment Query.” 

  19. Refund Query: When BigCRM receives a new message from a customer with the content related to products Refund Query. 

  20. Other Query: BigCRM receives a new message from customer & content related to others. Namely, when Buyers’ inquiries can’t be matched in the existing categories.  

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Subject: The subject of the Ticket 

  1. Subject can be specified to contain or exclude certain words  
  2. Subject can be specified to begin with certain words or not begin with certain words.  

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  Customer’s Email 

  1. Subject can be specified to contain or exclude certain words  
  2. Subject can be specified to begin with certain words or not begin with certain words.  

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Actions 
After specifying the conditions, users configure the Views and Agent that the eligible tickets will be assigned to. Lastly, please specify the ticket status for the eligible tickets.  
 

Tickets which are assigned to certain agents can be seen in the ‘Your Unsolved View’ of the agent. 

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After all the configuration settings are changed, please check out the Preview Matched Tickets before saving the changes.mceclip10.png 
As for each Ticket Rule, users can click open the Action dropdown menu of each rule and select Apply to current tickets.  

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BigCRM will display a list of tickets that meet all under that rule. Next, please click on Apply Rule so that that system can re-distribute all the eligible tickets in accordance with the given Rule.  

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