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Prioritizing and viewing tickets in Blip Desk

  • Updated

Index:

  1. View ticket information
  2. Mark as unread
  3. pin tickets

 

The Blip Desk is the platform accessed to manage service tickets. Follow here the best practices for using this interface to its full potential and best practices for the resources available for conversations.

 

View ticket information

The main information about the ticket, such as the number, the service queue and the bot from which it was directed, are found in the more information icon:

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Mark as unread

Even after reading a message, you can still flag it as unread. The intention is that the attendant can revisit that message later, working as a reminder that it is necessary to respond to that conversation.

To mark a ticket as unread, click on the 3 dots and then select the option “Mark as unread”. It will display a blue dot on the right side indicating that there are unread messages for this ticket.

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It is also possible to mark a ticket as read, following the same process.

 

Pin tickets

In a flow of many calls, some conversations need to be prioritized and highlighted in the Blip Desk. Therefore, it is possible to pin up to 3 tickets at the top of the attendance list.

To pin a ticket at the top, click on the 3 dots of the message to be pinned and select the Pin ticket option.

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To remove a ticket from the top, just click on the 3 dots of this ticket and then on “unpin ticket”

 

For more information, visit the discussion on the subject in our community or the videos on our channel. 😃

 

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