Ticket Creation

Discover how to create and manage Email and WhatsApp (WA) tickets directly from LimeChat CRM.

Email Ticket Creation from CRM

Steps to Create an Email Ticket:

1

Click on "Create Ticket."

2

Select the email inbox.

3

Enter the email IDs as required.

4

Curate the email (body, subject, etc.).

5

Decide the user to whom the ticket will be assigned.

6

Add contact tags and conversation tags to the ticket(s).

7

Click "Send Message" to create the ticket(s).

How it Helps?

The feature addresses several pain points commonly encountered by our users:

  1. Efficient Communication Initiation: Users can now initiate conversations with customers seamlessly, eliminating the need for manual calling and waiting for the customer to send a message on WA to take the conversation forward.

  2. Enhanced User Engagement: By enabling direct communication with customers, this feature fosters meaningful interactions, leading to improved engagement and customer satisfaction.

  3. Streamlined Workflow: With intuitive interfaces and streamlined processes, users can create and manage tickets effortlessly, saving time and improving overall workflow efficiency.

  4. Flexible Ticket Assignment: The ability to define ticket assignment preferences ensures that conversations are directed to the appropriate agents or teams, enhancing response times and customer service quality.

FAQ's

Can I send emails to contacts that do not exist on my platform?

Yes, the system will create a new contact if a new email ID is added.

How many email tickets can I create?

You can create a maximum of 5 email tickets at a time.

What will be the status of these tickets?

These tickets will be created in an open state.

What will be the names of the new contacts?

If the user doesn't exist in the system, the user's name will be populated as the first half of the email ID.

WA ticket creation from CRM

Introduction:

The feature is designed to change how users engage with customers through our CRM platform. This feature marks a significant step forward in enhancing user experience and streamlining communication processes, ultimately empowering our users to build stronger connections with their customers.

This is not a replacement for broadcast and users will only be allowed to create 5 tickets at max (in one iteration)

How it Helps:

The feature addresses several pain points commonly encountered by our users:

  1. Efficient Communication Initiation: Users can now initiate conversations with customers seamlessly, eliminating the need for manual calling and waiting for the customer to send a message on WA to take the conversation forward.

  2. Enhanced User Engagement: By enabling direct communication with customers, this feature fosters meaningful interactions, leading to improved engagement and customer satisfaction.

  3. Streamlined Workflow: With intuitive interfaces and streamlined processes, users can create and manage tickets effortlessly, saving time and improving overall workflow efficiency.

  4. Flexible Ticket Assignment: The ability to define ticket assignment preferences ensures that conversations are directed to the appropriate agents or teams, enhancing response times and customer service quality.

Let's explore how this feature addresses specific user stories:

  1. Agent Efficiency:

    • As a support agent, I want to initiate a conversation on WhatsApp with a customer whose number I found on a social media platform.

    • With the "Creating Tickets from CRM" feature, agents can quickly create tickets for WhatsApp conversations, streamlining communication with customers across various platforms.

  2. Enhanced Customer Engagement:

    • I have interacted with the client on call but want to reach out to them on WhatsApp/email so that I can share the relevant details.

    • By enabling direct communication initiation, this feature empowers users to engage with customers on preferred channels, facilitating personalized interactions and strengthening relationships.

  3. Admins' Broadcast Replacement:

    • As an admin, I want to reach out to a list of customers (≥5) without going through the lengthy process of sending a broadcast.

    • The "Creating Tickets from CRM" feature provides admins with a more efficient alternative to traditional broadcast methods, allowing them to initiate targeted conversations with customers in a streamlined manner.

Learn how to create tickets by watching this video

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