Import a Front Desk case as a ticket

This feature is in early access: it is built and tested, but not yet switched on for every organisation or not yet tried with the outside provider. Ask us on WhatsApp if you would like to try it.

When a WhatsApp conversation in the Inbox needs proper follow-up, a manager can turn its team case into a ticket. The ticket starts with the case's summary as its first note. This is in early access.

Before you start

• The Inbox app must be on. See work team cases.
• You need to be a manager with Manage Customer Support.
• You need access to all branches: a person limited to some branches cannot import, because the Inbox belongs to the whole organisation.
• Have the case's ID at hand, for example C-4F2A9B. It shows on the case in the Inbox.

Steps

1. Open Customer Support. The Tickets tab opens.
2. In the New · Tickets form, type a Title.
3. Pick the Customer and, if you like, write a Description.
4. Pick who it is Assigned to and the Priority.
5. Type the case's ID in Front Desk case ID.
6. Select Create record.

The ticket opens. Its first note is the case's summary, and its channel is the Front Desk.

Good to know

• Only the summary comes over. The conversation's messages and pictures stay in the Inbox.
• The case in the Inbox is not closed by the import; close it there when you are done.
• Replies you record on the ticket do not go to WhatsApp. Answer the customer in the Inbox, then record the reply on the ticket. See work a ticket.
• A wrong or unknown case ID is refused.
• This is early access: it has no automated test yet, and the Inbox itself is in early access.