Tickets
Guide to setting up tickets and pipelines in CustomerIQ
Tickets are the core work-item in CustomerIQ. After any conversation, CustomerIQ's object planner can create or update tickets.
Admins can create different ticket pipelines, with different stages, and the object planner agent will create tickets, sort into the correct pipeline, and update the correct stages.
Create a pipeline
Pipeline are used to manage different workstreams. For example you can have a pipeline for sales and a pipeline for service. Larger teams may split pipelines by specific service categories. The choice is yours.
To create a pipeline
Go to Settings > Tickets and Click "Create Pipeline"
Give the pipeline a name and description
Description note: The description field is primarily what the object planner will use to determine which pipeline a ticket belongs to. Make sure your pipeline description contains the appropriate context for the AI to make the right decision.
Pipeline stages
Pipelines can have many stages. Stages can have any name and description but must be either: Open, in-progress, or closed. We use these system stage types for downstream reporting and integrations.
To create stages:
Select your pipeline
Click "Add stage"
Give the stage a name, description, and stage type
Stage description notes: Just like pipeline descriptions, the stage descriptions are used by the AI to inform when and where to update a ticket. Make sure the stage description makes sense relative to other stages so that the AI can make the best determination.
Ticket Routing
The object planner can also assign tickets to specific workspace members based on the contet of the ticket.
To make the best determination for who should be assigned the ticket, the object planner uses every workspace member's "Responsibilities" description.
These are managed from the members page, let's take a look!
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