[Extension] How to search and filter tickets in Blip Desk

1. Introduction

2. Features

3. Installation and setup

4. How to use it in Blip Desk

5. Usage examples

6. Support

Brief description: Search for and locate any ticket without leaving the Blip Desk list by filtering conversations in real time by contact name or a visible excerpt from the conversation.

Introduction

The Ticket search extension adds a search field at the top of the Blip Desk ticket list and filters conversations as you type. It solves the problem of scrolling through a full queue to find a specific conversation.

For example, when an agent is handling dozens of tickets at the same time and needs to resume the conversation with the contact "João Silva", they can type the name into the search field, and the list displays only the tickets that match the term without switching screens.

Watch the extension demonstration:

Features

• Search field fixed at the top of the Blip Desk ticket list.

• Real-time ticket filtering as you type, without reloading the page.

• Matches any text displayed in the ticket, such as the contact's name or an excerpt from the last message shown on the card.

• Search is not case-sensitive.

Supported on the following channels: all channels available on the Blip platform, since the search works on the tickets displayed in Blip Desk, regardless of the source channel.

Installation and setup

The extension has two parts: you activate Ticket search in Blip Store in the service bot, and each agent installs the extension in their own browser.

1. Access the Blip Portal and open the service bot (type builder) where agents use Blip Desk. Do not activate the extension in the Router.

2. Open the Blip Store and search for Ticket search. The extension appears in the results. 

   

3. Select the extension and click Activate extension. The extension is activated in this bot, and the portal displays a confirmation.

   

4. On the extension screen, click Open Chrome Web Store. The browser opens the extension page.

   

5. In the Chrome Web Store, add the extension to your browser. When finished, refresh the Blip Desk page.

   

Attention: each agent who will use the extension must install it in their own browser. The extension is compatible with Chrome, Edge, Brave, and Opera. When switching computers, browsers, or profiles, the agent must install the extension again.

How to use it in Blip Desk

1. Open Blip Desk in the service bot.

2. At the top of the ticket list, use the Search ticket field.

   

3. Enter the desired term, such as the contact's name or a word that appears in the conversation. The list filters tickets in real time.

4. Click the ticket to continue the conversation.

Note: the search only filters tickets after the extension has been activated in the bot. Until it is activated, the field displays a button to activate the extension through the Blip Store.

Usage examples

Search by contact name: use this when you need to quickly resume a conversation with a specific customer. Enter the contact's name, and the list displays the corresponding tickets.

Search by a ticket term: use this when the ticket card displays a tag or classification. Enter the term shown on the card, and the list filters the tickets that contain it.

Support

If you have questions or problems with the extension, contact us by email at support@wiv.com.br.

Need more help? Explore our content on Blip Academy or Blip Community, watch tutorials on our YouTube channel or get answers to your questions through our support channel 😃