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Ticket status inbox
Replies to update requests on open tickets straight from the ticketing system, and records approvals and new requests on the right ticket.
Talk to Ivy at Wrenfield IT
Wrenfield IT is made up. Ivy is a real agent, set up the way we would set one up for you. Talk or type and ask what a client would ask. Bookings are pretend, so try anything.
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The problem
Corporate clients email for updates on open tickets, and each reply pulls an engineer away from the fix to write two lines. Approvals and extra requests get lost in long email threads, and new starters arrive to accounts that aren't ready.
How it works
- Matches each email to the client and their open tickets
- Replies with the current status, what's waiting on the client and the next step
- Records approvals from the client's authorised approver on the ticket
- Adds new requests to the ticket or opens a new one
- Keeps a record of every reply on the ticket
What it connects to
- GraceHi, just checking Rachel Goh will be all set up for Monday?
- AgentHi Grace, thanks for checking. Rachel's Microsoft 365 account is created and her licence is assigned. Her access to the shared finance mailbox is waiting on your approval, which we asked for on Tuesday. If you reply to approve, Wei Jie will finish it the same day.
- GraceApproved. Can you also give her access to the payroll folder?
- AgentThanks Grace, I've recorded both under your approval on ticket 48190. Wei Jie will set both up today and will call Rachel at 9am on Monday to help her sign in.
Illustrative conversation. Names, numbers and details are made up.
Related examples
More like this one.
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Service level and ticket status questions from clients
Answers clients' questions about service levels, breaches and open tickets from the live figures, and books the service delivery manager for anything contractual.
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