About
USER GUIDE
KREECHAT
How does it work?
This user guide aims to provide Kreechat operators with all the necessary information related to the agent features that exist within this software. The images provided correspond to the version of the software that is mentioned in the first page of this document.
Operators of Kreechat are advised to check with this document first, before opening a support ticket, as all features that are provided are explained here. It is often quicker to solve a problem using this guide, than to open a support ticket and wait for a response.
TICKETS AND TICKETING SYSTEM
The main feature of Kreechat is the ticketing system. It gives operators the ability to respond to customers that have opened a support ticket through any of the supported platforms.
RECEIVING TICKETS
A support ticket is opened any time the company is messaged through a supported platform.
Supported messaging platforms as of the version stated in the cover page:
- Telegram
When a ticket is created it is followed by an audible sound, that alerts all online agents.
The new ticket [1] contains the customer’s chosen username, their client identifier (Client Id), the department they have been redirected to, the platform they used to open the ticket, the current ticket status and the Accept button [1]. A ticket can be accepted if the status of the ticket is Pending [1]. 5
After a ticket has been accepted, the status should change to Accepted by: [1] followed by the agent handling the ticket’s name. The hash symbol (#) [1] is a button that the operators can use to note down anything related to the customer for future referencing.
ACCEPTING TICKETS
A ticket can be accepted if there is no agent that is currently handling the ticket, by clicking on the Accept button. Multiple agents cannot handle the same ticket at the same time. I there is a need for other agents to answer a ticket, the ticket must be reassigned to them.
When a ticket has been accepted the chat window [2] should become available. Revealing multiple options.
REASSIGNING TICKETS
An accepted ticket can be reassigned to a different agent when necessary. To do this the agent that has accepted the ticket must click on the Reassign button [3] on the top right of the chat window.
After clicking on the Reassign button, a window should pop out with the available departments and agents that the ticket can be reassigned to [4].
By using the reassign ticket window one of three main choices may be selected:
- Reassign to another department – By only selecting the department and clicking the Reassign
- Reassign to another agent – By selecting the department then selecting an agent from the list and clicking the Reassign
Cancel reassignment – By clicking on the Cancel button the reassignment of the ticket is terminated.
