Tickets

All customer messages from 11 channels that the Desk360 platform allows for integration are called tickets.

All messages, interactions, and emails that customers send to you regardless of the channel are turned into a tickets on Desk360. Tickets are automatically assigned to agents on request. Agents respond to these tickets, and customers receive these answers directly through the channel in which they ask questions.

You can generally manage the customer messages in your Desk360 inbox from the Tickets tab. On the other hand, you can chat with your customers who reach you through Live Chat and WhatsApp channels instantly on the Chat tab. You can also follow customer messages from Facebook Messenger from this page.

Before your agents can start managing tickets, you must first add your product to the Desk360 platform. After the product is created, you can make any channel integration you want.

Customer messages received from the email channel are updated on the Tickets tab every 15 minutes. Those from the App Store, Google Play Store and Huawei AppGallery channels are updated every 30 minutes. All messages received from other channels can be viewed instantly.