What are Support Tickets?

Support tickets are requests for help or information that are created when a customer or visitor needs assistance beyond what the Chatbeam Orb agent can provide automatically.

How are Support Tickets Generated?

• Unresolved Queries: If the Orb agent cannot fully answer a visitor’s question or resolve their issue, it will prompt the visitor to create a support ticket. This ensures that complex or unique requests are handled by your human support team.
• Email to Inbox: Support tickets can also be generated when a customer sends an email directly to your assigned support inbox address. You can use the default address provided by Replyso or set up a custom email address for your organization.

Each support ticket captures the customer’s message, contact details, and any relevant context, so your team can follow up and provide personalized assistance.