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What to do when an agent does not receive tickets in Blip Desk

  • Updated

  1. Context

  2. Step-by-step diagnosis and solution

    1. Checking the URL the agent is accessing 

    2. Checking the agent's status

    3. Checking the maximum ticket capacity

    4. Validating permissions and registration in service queues

    5. Configuring ticket distribution rules

    6. Validating the flow rule in Builder

    7. Diagnosing network, cache, and connections

 

Context

Learn how to diagnose and resolve the issue of agents connected and available in Blip Desk who are not receiving transferred tickets in their queues. This article details the necessary checks for connection status, account capacities, queue assignment, distribution rules, flow structure in Builder, and the browser's local infrastructure.

Before you begin

  • Access permissions: Editor or Administrator profile in the Blip Portal to adjust capacities and queues.

  • Flow access: Editing permission in the bot or router's Builder.
     

Step-by-step diagnosis and solution

1. Checking the URL the agent is accessing 

One of the most common reasons for this failure is using an incorrect or outdated link, or one saved in the bookmarks with old parameters from the previous session.

  • The Blip Desk page loads normally and the system allows login, giving the false impression that everything is working correctly. However, the connection does not sync properly with the transfer queue, and new tickets simply do not appear on the screen. 

  • Ask the agent to close the current tab and access the platform by typing the clean, official address into the browser: https://{{ContractID}}.desk.blip.ai/. Learn how to find your contract ID here.

  • Instruct the team to delete old shortcuts and save only the root URL in the browser bookmarks, ensuring that the error does not happen again in the following workdays.

2. Checking the agent's status

To receive tickets automatically, the agent must be connected and have their status set to available.

  • Go to the top corner of Blip Desk.

  • Check whether the status toggle is set to Available (green).

  • If the toggle is already set to available, change the status to Paused or Inactive.

  • Wait 5 seconds.

  • Change the status back to Available to refresh the connection with the platform.

3. Checking the maximum ticket capacity

Each agent has a maximum limit for simultaneous conversations (Slots/Capacity). If the agent has reached the configured limit, the queue will not deliver new tickets until a ticket is completed.

Actions for the Agent:

  • Go to the left sidebar of Blip Desk.

  • Count the number of active chats.

  • Close and complete conversations that have already been finished.

Capacity Adjustment (Administrators):

  • Access the Blip Portal.

  • Select the corresponding Bot.

  • Click the Agents menu.

  • Select the Agent Management option.

  • Find the desired user.

  • Check the Capacity (Limit) column.

  • Increase the permitted number of simultaneous tickets if necessary.

For more information about configuring slots, see the documentation: How automatic ticket distribution works in Blip Desk 
 

4. Validating permissions and registration in service queues

The ticket may be directed to a queue (department) where the agent is not registered.

  • In the Blip Portal, access the Agents menu.

  • Click the Service Queues option.

  • Identify which queue is responsible for receiving the transfer (for example: Sales, Support, Billing).

  • Click to edit the corresponding queue.

  • Check the member list and confirm that the agent has been added.

  • Add the agent if they are not on the list.

  • Click to save the changes.


 

5. Configuring ticket distribution rules

If transfer distribution is configured as Manual, tickets do not automatically appear on the agent's screen and remain in the Waiting Queue.

  • In the Blip Portal, access Preferences.

  • Click General Settings.

  • Check the configured distribution type:

    • Manual: Instruct the agent to access the Waiting (or Queue) tab in Blip Desk and click the Pull ticket button.

    • Automatic: Make sure that the automatic distribution option is properly enabled so that the system delivers the ticket directly to the available agent's Blip Desk.


 

6. Validating the flow rule in Builder

The chatbot conversation flow (Builder) may be failing to direct the conversation to the Human Service module.

  • Access the chatbot's Builder.

  • Find the block where the transfer to human service occurs.

  • Access the Actions tab (Transfer Exit/Entry Action).

  • Confirm that the block is configured to direct the conversation to the Human Service.

  • If the queue definition uses variables (such as input.content or userState), confirm that the queue name entered exactly matches the name registered under Service Queues (respecting uppercase and lowercase letters).

7. Diagnosing network, cache, and connections

Blip Desk WebSocket connections may be blocked by local network instability, VPNs, corporate firewalls, or an accumulation of browser cache.

  • Ask the agent to perform a Hard Refresh using the shortcut Ctrl + F5 (on Windows) or Cmd + Shift + R (on macOS).

  • Ask the agent to test access to Blip Desk through an Incognito Tab.

  • If the system works in an incognito tab, instruct the agent to clear the browser cache and cookies or disable extensions (such as ad and pop-up blockers).

  • Confirm with the local IT team that the domains *.blip.ai  are allowed in the company's firewall and VPN rules.

 

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

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