Add Tickets in Z360

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Overview

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Create a Ticket Manually

• Click Add Ticket
  From your Z360 dashboard, click Add Ticket to begin creating a new ticket.

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Select Communication Channel

• Choose Email or SMS
  Select Email or SMS to define the communication channel associated with the ticket.
• SMS Channel Setup
  If SMS is selected:
• Choose the From phone number
• Select the contact’s To phone number or enter it manually
• Select the appropriate country code

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Enter Ticket Details

• Ticket Title
  Enter a clear and descriptive title for the ticket.
• Ticket Description
  Add details that explain the issue or request clearly.
• Ticket Status
  Select the ticket status, such as Open, to indicate it is active.
• Ticket Priority
  Choose a priority level (Low, Medium, High) to define urgency.
• Ticket Type
  Select a type/category to route the ticket correctly within your workflow.

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Assign the Ticket

• Assign to a Team Member
  You can assign the ticket to a specific team member.
  If no assignee is selected, the ticket will automatically be assigned based on the default assignees configured for the selected ticket type.

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Create and View the Ticket

• Create Ticket
  Click Create Ticket to save and submit the ticket.
• View Ticket
  After creation, you can click View to review ticket details.
• Ticket in Inbox
  The ticket will appear in the Inbox, where you can reply, update status, add notes, or set reminders.

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Create a Ticket from Inbox

• Open a Conversation
  Open any email, SMS, or phone conversation from the Inbox.
• Select Ticket Option
  Click Ticket from the conversation action selector.
• Enter Ticket Details
  Fill in the title, description, priority, status, and assignee.
• Create Ticket
  Click Create to link the ticket directly to the conversation.

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Automatic Ticket Creation Using AI

• AI analyzes the conversation content in real time.
• If the message indicates an issue, request, or follow-up requirement, AI automatically creates a ticket.
• The ticket is linked to the conversation for full context.

• Ticket title and description
• Ticket type
• Priority
• Assignee (based on rules and availability)

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Tips

• Let AI Do the Work: Enable AI ticket creation to avoid missing important customer issues.
• Use Inbox Ticket Creation: Creating tickets from conversations keeps context intact.
• Set Clear Ticket Types: Proper ticket types help with automatic assignment.
• Review AI-Created Tickets: AI-created tickets can still be edited if needed.
• Prioritize Correctly: Always verify priority levels for urgent requests.