132 results for "ticket"
AI Help Desk & Ticketing System With SLA · OpsIQ
AI Help Desk & Ticketing System With SLA — OpsIQ The AI ticketing system includes features such as Routing Rules, Service Studio, business-hours SLA, multilingual replies, image and PDF intelligence, scoped customer…
Can I access someone else's ticket attachment if I know its name?
No, you cannot access someone else's ticket attachment even if you know its name. Customer ticket access is ownership-scoped. Ticket attachments are verified against the ticket belonging to the signed-in customer, and…
OpsIQ FAQ: Pricing, AI Chat, Tickets and Security · OpsIQ
OpsIQ FAQ: Pricing, AI Chat, Tickets and Security Overview: OpsIQ is an AI-powered operations platform designed for websites and online businesses, offering features like visitor tracking, customer chat, ticketing…
Can I close my own support ticket?
Yes, a customer can their own support ticket once the issue has been resolved. Closing the ticket does not delete its history. If the issue returns, the account also allows for reopening an eligible owned ticket so that…
Does closing a support ticket delete its attachments and history?
No, closing a support ticket does not delete its attachments and history. Closing a ticket changes its workflow state, but it does not remove the ticket record. The conversation and customer-visible attachments will…
Can I reopen a closed OpsIQ support ticket?
Yes, the customer support area supports reopening an eligible ticket that belongs to your account. You can reopen a ticket when the same issue genuinely needs further work. However, if the new issue is unrelated, please…
What file types can I attach to a support ticket?
Supported ticket attachments include common image formats, PDF files, text/CSV files, common office documents, and ZIP archives. The upload service also validates file types and blocks executable or active web content…
Why might I not receive a support email even though the ticket was updated?
The ticket itself remains the authoritative conversation in your account. Email delivery can depend on your support email preference, mail delivery, and message routing. To troubleshoot why you might not receive a…
What support-ticket statuses might I see?
Support Ticket Statuses A ticket can move through various operational states, including: Open Customer Reply Answered On Hold In Progress Waiting Resolved Closed The status of a ticket indicates where the conversation…
Can I format messages in a support ticket?
The support composer allows for richer message formatting, including links, code, quoted content, lists, and emoji, in addition to standard text. Use formatting to enhance the readability of technical steps and error…
Can I link a support ticket to one of my OpsIQ products?
Yes, you can link a support ticket to one of your OpsIQ products. When creating a ticket, you have the option to associate it with a relevant product or service. This helps the support team have clearer context…
Does OpsIQ collect ticket CSAT?
Yes, OpsIQ does collect ticket Customer Satisfaction (CSAT) data. Ticket-resolution workflows can request CSAT feedback, which then becomes a valuable source for the Voice of Customer analysis. Support leaders can…
What is the OpsIQ Ticket System?
OpsIQ includes a native help desk that features departments, inbound email, routing, assignments, SLA policies, AI triage and drafting, customer portal access, related-ticket workflows, approvals, collaboration, and…
Can Admin AI answer questions about billing, customers, or tickets?
Yes, Admin AI can answer natural-language questions about billing, customers, tickets, CRM records, orders, domains, and visitor activity, provided that those systems are connected and the operator has the necessary…
Why can't I access another customer's product, ticket, workspace or export?
Customer resources are ownership-scoped. The account verifies that the signed-in customer owns or is entitled to the product, workspace, support ticket, attachment, export, or other protected resources before serving…
Can I attach files to an OpsIQ support ticket?
Yes, you can attach files to an OpsIQ support ticket. The customer support flow accepts permitted document, image, spreadsheet, text, and ZIP attachments, with a maximum file size of 10 MB per file. Please note that…
What support-ticket priorities are available?
Support Ticket Priorities The account supports four priority levels for support tickets: low, medium, high, and urgent. It is important to select the priority that accurately reflects the real impact of the issue. The…
How much ticket attachment storage does OpsIQ include?
The published monthly ticket-attachment storage limits for OpsIQ are as follows: Starter: 256 MB Launch: 1,024 MB Growth: 10,240 MB Business: 51,200 MB Scale: 153,600 MB Enterprise: Unlimited Total workspace storage is…
Does OpsIQ have AI ticket triage and reply drafting?
Yes, OpsIQ utilizes AI for ticket triage and reply drafting. The AI can classify, summarize, identify likely intent, surface relevant knowledge, and draft replies using authorized customer and ticket context. The…
How does ticket routing work in OpsIQ?
OpsIQ supports rules based on various factors, including keywords, customer tier, language, priority, source, and other permitted signals. These rules can then apply outcomes such as assignment, department, priority…