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Introducing the Bot Ticket System
Introducing the Bot Ticket System
As an integral component of our support infrastructure, students often utilize the Chat Bot available on their student portals. Managed by the online Bot system, this chatbot is designed to aid students in various specific areas; if needed, it redirects them to their designated Mentors. In the course of assisting, the bot facilitates the creation of a ticket for students, which is then registered as a "Bot ticket."
Main Menu Access
Main Menu Access
To initiate a support request, students first access the Main Menu on their student portal. Here, they can navigate to various options, including 'Popular Topics', where they can find assistance on commonly asked questions and support topics.
Accessing Support Requests
Accessing Support Requests
Within the 'Popular Topics' menu, students can access the 'Support Requests' section to manage their inquiries and seek assistance for specific issues. This section provides options to view open tickets, and closed tickets, or submit a new request for personalized support
Managing Support Requests
Managing Support Requests
In the 'Support Requests' menu, students have full control over their inquiries. They can view their existing tickets, whether open or closed, and take appropriate actions. Additionally, they can submit a new request to address new issues or seek further assistance
Submitting a New Request
Submitting a New Request
When submitting a new request, students are presented with a user-friendly form where they can provide detailed information about their issue. They can select the main topic of their request, specify their preferred contact method, and provide a detailed description of the problem they are facing.
Program Selection for Ticket Escalation
Program Selection for Ticket Escalation
Some support requests may be related to specific programs or courses offered by our institution. In such cases, students are prompted to select the relevant program to ensure their inquiry is directed to the appropriate support queue. This ensures efficient resolution and timely assistance for program-related issues.
Efficient Support Ticketing System
Efficient Support Ticketing System
When a support inquiry is submitted through the chatbot from the student's portal, it creates a ticket on the support queue in the CRM, ensuring that inquiries from students are promptly addressed and efficiently managed by support agents. The image above depicts what the Bot Ticket looks like when opened in the CRM. The clear layout of ticket details facilitates swift resolution, enhancing the support experience for agents and ultimately benefiting the students we serve.
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