Skip to main content

Escalate Tickets by Email

  • Updated

Index

  1. Objective
  2. How to Set Up

Objective

Provide the agent with an option to export the ticket in progress via email, for cases where there is a need to escalate to another department or team that is not within Blip Desk.

How to Set Up

A Manager profile is required to enable this functionality.

To enable ticket export via email, go to General Settings -> Export Tickets by Email.

To enable the functionality, simply toggle the switch and click Save.

Additionally, it is possible to limit the domains that can receive the escalated tickets and enable email addresses that will always receive a copy of the ticket email.

To enable this option for agents, it is necessary to activate the permission to escalate tickets by going to Agents, selecting the agents, and clicking on Permissions.

Simply select the option "Export Tickets by Email," and the functionality will be available for the Agent in the Desk.

Usage in Blip Desk

Escalate tickets in progress

During a conversation with the customer, the agent can escalate/export the conversation via email. The button located at the top under "More options" opens a dropdown menu with the "Export Ticket" option.

When clicking this button, a window will open to start exporting the conversation history.

In this window, the agent defines a subject, the context of the conversation to assist the team that will receive the conversation, and the emails that will receive the ticket.

The email will contain the conversation up to the last exchanged message as an attachment.

Other Export Options

Escalate by Email Button on the Ticket Completion Screen

When closing a ticket, it is possible to forward its content to the pre-determined emails set by the manager. When enabling this option, a modal opens for the agent to fill out the information in the same way as on the service screen.

Escalate by Email Button in the Contact Ticket List for Closed Tickets

To export already closed tickets, you can use the functionality by accessing the Contact History in a contact ticket. When selecting the ticket, the "Export Ticket" option will become visible to extract the conversation via email, with the same modal as the previous options.

For more information, visit the discussion on this topic in our community or check out the videos on our channel. 😃

Related articles