🎫 Ticketing

Perfect Wiki can play a role of a ticketing system for your organization. This way all the requests can be easily tracked by the admins and all the team's questions will be answered in no time.

How does the ticketing system work?

1. Open the Reader Mode, there the users will see Contact Support button leading to a feedback from

2. Enter the request and the email address for responding, click Create Support Ticket 

   

3. After the ticket is submitted, you'll get a response from the AI Chatbot based on the information in your knowledge base that you can either accepr or reject

   

4. If the answer is sufficient - just close the window, if not - hit This doesn't answer my question

5. Your ticket will be forwarded to the support email, on the screen you'll be able to see the ticket reference number

   

6. The ticket will be sent to the support email, including the request, the email address of the user who prompted it and the AI Chatbot response

   

7. Admins who have notification about support tickets on will receive a message from Perfect Wiki about a new support request

How to enable/disable ticketing?

To enable the Ticketing functionality:

1. Go to General Settings → Ticketing

2. Switch Enable Ticketing on

   

3. If you want to disable Ticketing, turn the functionality off in the same tab

How to view all the tickets?

Admins can find all the tickets and their statuses in the Reports section → Tickets tab

Tickets can be marked as:

• Forwarded - sent to the support email address for further review by the responsible team member, in case the AI Chatbot answer was insufficient or there was no information found on the topic
• AI resolved - meaning that the AI Chatbot answer was sufficient 
• Spam - messages that made no sense or lacked context

How to setup a support email address?

You can use any email address or several addresses for support tickets. To setup the email address:

1. Go to General Settings → Ticketing
2. Find the section Forward tickets to email

3. Input the email address where you'd like to forward tickets and requests for the human review

   

How can user submit a ticket?

There are two options for a user to submit a support request. 

1. Via a button with label Contact Support in the top-right corner in the reader mode

2. Through the chat with the AI Bot. If the AI Knowledge Bot doesn't have an answer, then user will be prompted with a form to raise a support ticket. This works in the web version of the knowledge bot chat and inside Microsoft Teams chat as well.

   

How to enable/disable notifications on Ticketing?

 To enable/disable ticketing notifications:

1. Go to General Settings → Ticketing

2. Tick the box Notify admins on new tickets

   

3. To disable the notifications - uncheck the box

How to customize the Ticketing form?

You can apply your own vision to the Ticketing form: formulate custom messages, choose colors and apply settings.

How to customize the ticketing from appearance?

1. Go to Settings → Ticketing
2. Find Support Form Appearance and Support Button Appearance Sections
3. Here you can choose colors for the buttons on your form, add your own text labels and customize title and messages

How to enable/disable AI Chatbot answers to the submitted tickets?

You can choose if you want the AI Chatbot to search for answers at first or if you wish to forward tickets directly to the responsible team member.

To do so:

1. Go to Settings → Ticketing
2. Find Human Handover section

3. Check/uncheck the box Try AI answers before submitting ticket

   

How to filter spam tickets?

If you want the AI engine to filter spam tickets before forwarding them to the support email:

1. Go to Settings → Ticketing

2. Check the box Filter SPAM tickets 

   

3. The tickets marked as SPAM won't be forwarded to the support email but admins will be able to find them in the Reports tab → Tickets section