What has been changed in Comm100’s new Ticket system?

March 4th, 2018 |

Comm100 Ticket is a web-based support system which integrates with your own email account, allowing you to track, prioritize, and resolve your customer’s queries.

We are now launching our newly designed Comm100 Ticket system, which allows you to manage your customer interactions within the Agent Console. This article discusses what differences there are between the old and new Ticket systems.

Manage Live Chat and Tickets in One Agent Console

To make your interaction with your customers faster and more seamless, we have now integrated Tickets into the Agent Console. A new tab named Tickets has been added to your agent console, which allows you to view and manage tickets even while you are chatting with your customers.

The Recycle Bin option has also been moved to the agent console, located at the bottom left with the New Ticket and Junk options.

Agents Console with Tickets tab

Block Senders to Reduce Unsolicited Emails

We have added a new feature which allows you to block messages from a specific sender by adding the sender’s e-mail address or domain name to the blocked senders list. You can mark their messages as Junk or reject all further messages from them.

Block Senders in Tickets System

New Menu Title in Control Panel

The main menu title within Control Panel has been amended.

New Menu Title in Control Panel

Renamed Options

Besides the main menu name having changed to Email Accounts, we’ve also changed the names of some other options to make them clearer and easier to understand.

  • Query has been changed to Filters.
  • Label has been changed to Tags.
  • Assignee has been changed to Agent Assignee.
  • Department has been changed to Department Assignee.
  • Email Servers Integration has been changed to Email Accounts.
  • Renamed Options

Simplified Comm100 Ticket System

We want our new Ticket system to be as simple and straightforward to use as possible. Because of this, we’re amending or discontinuing some rarely-used features in our old system.

  • Ticket ID will be no longer included in the Subject of each ticket. Instead, a separate Ticket ID field is displayed under the Info tab in your agent console.
    Ticket ID
  • Website Integration is no longer available. However, if you are already using our web form on your website, your form will continue to work until you remove it from your website.
  • Some little-used features like Rating, Break Lines, Call Log, Attachment of Ticket, Linked Tickets, Forward Ticket, Non-existent/Spam-Reported Address report have been removed.
  • Automatically creating a ticket from a chat has been removed. Offline messages can be still automatically generated as tickets.
  • Free email services like Gmail, Outlook mail, Yahoo mail are not supported. The existing integrated email accounts will stay working, but cannot be modified further.
  • The integrations with Comm100 Help Desk, Comm100 User, Comm100 Contact have been removed.

Please get in touch with us if you need any further assistance to get started with our new Ticket system.