Spiro's Smart Tickets module facilitates efficient management of customer issues, feedback, and support questions while providing greater visibility into customer account health for your overall organization. Tickets can be created manually within Spiro or created automatically from a support email or a form on your website. Support agents can easily review, manage and respond to customers via Spiro's built-in communications channels (calling, text and email) directly from a ticket. Smart Tickets will also be accessible when configuring Smart Assistant Rules, allowing support teams to build powerful workflows to ensure customer issues are always addressed promptly.
If you want to enable Smart Tickets for your organization, please contact your CSM or firstname.lastname@example.org.
Configuring Smart Tickets
Once your CSM has enabled Smart Tickets for your organization, you can begin the setup process.
If you have multiple support emails, for example, to serve different geographies or product lines, you can set up multiple support desks.
Managing your ticket queue
When you enable Smart Tickets, you'll see a new tab on the left-hand toolbar called Tickets. This is where you can manage your queue.
You can search, sort, and filter your tickets here. There are some out-of-the-box filters for you to use: All Open Tickets and My Open Tickets. To see ticket details and edit a ticket, click on the ticket's subject to open the drawer.
There are a few important fields to pay attention to:
- Ticket Number: This is automatically generated by Spiro and will increase sequentially for each new ticket.
- Owner: The person who is in charge of the ticket. The ticket owner can be reassigned if someone else needs to step in for assistance.
- Priority: The importance of this ticket.
- Status: This field tells you whether a ticket is Active, Pending, Closed, or Spam.
- Ticket Age: How many days has the ticket been open? Most companies use this to make sure they are adhering to their predefined support SLA.
You can also add custom fields and entities to Tickets if you want to configure Spiro to fit your unique processes. Clicking on the Details button takes you to the full Ticket record.
Responding to Tickets
Support agents can leverage Spiro's existing infrastructure to respond to tickets either via email, call or text while on the main ticket screen. If the user responds via email and a support email has been connected to the Support Desk, the reply will come from the support email. Spiro also knows to "thread" these emails so that when you pull up the Contact Activities, there is only one activity for the whole ticket conversation.
The difference between Ticket Activities and Contact Activities
When you open the main ticket record, you'll see there are two buckets for activities: Ticket Activities and Contact Activities.
Ticket Activities: The Ticket Activities tab holds activities that are specific to the ticket. For example, you might want to create an internal note and @mention a colleague to give them some context about the ticket. Or, if you use the call and email buttons at the top of the Ticket page, Spiro will know that you are calling or emailing the customer about this ticket and will store those activities under the Ticket Activities tab.
Contact Activities: Every ticket is associated with a contact, so the Contact Activities tab will have all the activities associated with that contact, even if they're not about the ticket. This is so that when a support agent is responding to a ticket, they have full visibility into what other conversations are happening with the customer. For example, the support agent might notice that some sales conversations are going on they should know about. The whole idea behind Spiro's Smart Tickets is to increase the visibility among the different teams using Spiro.
Viewing Smart Tickets in other parts of Spiro
Since Smart Tickets are always associated with a contact in Spiro, it is very easy to view all the tickets that a contact and company have submitted. At both the contact and company level, there is a tab to store all the submitted tickets from a contact. This means that before a sales rep goes to call on a customer, they can quickly see If there are any outstanding support tickets they need to be aware of without having to ask the support team.
Reporting on Smart Tickets
Just like every other type of record in Spiro, all Smart Ticket data will be sent to Spiro's Analytics platform for you to use in your reports and dashboards.
Smart Ticket Email Workflows
Spiro's Smart Tickets come with pre-configured email workflows so that key users will always be alerted when their attention is needed on a particular ticket. A user will get an email notification with a link to the ticket when:
- A ticket is assigned to them (unless you are assigning the ticket to yourself).
- A customer responds to a ticket that was previously closed. This will also change the ticket status to "Open."
- Another user tags them in a note using the @mention functionality.
- Another user creates a reminder for them.
- A customer responds to the ticket.