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How to close tickets

  • Updated

Index

  1. Bulk ticket closure
  2. What is a plugin?
  3. What are the functionalities of this plugin/tool?
  4. How to connect this plugin to my bot?
  5. How and why to use this project as a tool?
  6. Can I view the code of this application?

In the day-to-day operations of a support team, an important task assigned to the manager is to close tickets according to the business rules.

To facilitate the ticket closure process, access the portal, select your ChatBot, choose the Support module, and click on the Monitoring option. You will see several items in red at the bottom, these are the open tickets. To close them, simply click on each one, a window will open, click on ✔ at the top of the window, and finally, close it in the modal to end the support session.

See an example below:

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Closing tickets in bulk

It is evident that performing this process individually is extremely repetitive and time-consuming. In light of this, the Blip - Close Multiple Tickets tool was created to facilitate this daily process, allowing you to close tickets in bulk. 

Where:

closeticketsapi.png

NOTE: Use the URL with the contract ID to consume the endpoints provided below. Your performance and functionality may be impacted if you don't have the contract ID, so it is essential to use the URL with the contract ID for HTTP requests!

URL commands: https://{{contractid}}.http.msging.net/commands

You can find this URL for sending commands in the same place where your Key (Authorization) is located. The step-by-step process is to click on the gear icon in the top right corner, then click on the "Connection Information" tab:

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The URL will be located at the end of the page.

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If the status is for closing, choose the option ClosedClient:

mceclip1.png

 

What is a plugin?

The BLiP plugin is an independent way to connect unofficial resources to enhance the functionality of the portal.

What are the functionalities of this plugin/tool?

  • View all tickets of a bot
  • View all information of a ticket
  • Filter tickets by:
    • Status
    • Customer
    • Agent
    • Storage Date
    • Open Date
    • Status Date
    • Last Client Message Date
  • Close tickets in waiting status
  • Close tickets in open status
  • Close tickets that have already been closed by contacts (ClosedClient)

How to connect this plugin to my bot?

  1. Access the advanced settings of your bot:

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  1. Add an entry with the following respective values:

Domain : postmaster@portal.blip.ai
Key : Plugins
Value :

{

  "close-multiple-tickets-plugin": {

    "name": "Close Multiple Tickets",

    "url": "https://blip-close-multiple-tickets.netlify.app/"

  }

}

The result will be:

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  1. Refresh your web page (F5).
  2. Access the path in the image below to access the added plugin:

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How and why to use this project as a tool?

As mentioned earlier, the purpose of using this project as a tool is to avoid the need to connect the tool to the portal as a plugin, creating independence from your environment and functionality.

  1. Access the project link 1. 

 

closeticketsapi.png

  1. Fill in the necessary information, which you can find in the image below.

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  1. Click the Load button.

Can I view the code of this application?

Access the code on GitHub in our Blip Tools 1 repository.  

 

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

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