Ticketing & Messaging
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Comm100 allows you to respond to SMS messages sent by your customers through integration with Twilio. To set up this integration, you need to provide the Twilio account SID,Auth token,andPhone number SIDfrom your Twilio Account.
Guide to Setup
Twilio u...
Comm100allows you to connect with your Social and SMS accounts. You can add your WhatsApp, WeChat, Twitter, Facebook, and SMS channel accounts to Comm100.
This article will guide you on how to add your social and SMSaccounts toComm100. WhatsApp:To learn...
Our WhatsApp integration is done throughTwilio. Before using Comm100’s WhatsApp integration, you would need to set up an account and phone number with Twilio.
Note: To enable your Twilio number for your WhatsApp account, you must complete steps 1 ...
To send or receive emails from or to the Comm100 Ticketing Messaging system, you need to set up and configure an email server first. After successfully linking an email server to the Ticket module, tickets will be created for all incoming emails to thi...
A trigger is a feature within Comm100’s Ticketing Messaging platform, which allows you to automatically update your tickets or send follow-up emails based on predefined conditions.
Step by Step Instructions Log in to the Comm100 Control Panel.
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You can create multiple Views to quickly locate messages from certain channels based on predefined conditions. The Filters help you narrow down the tickets you are looking for.
Step by Step Instructions Log in to theAgent Consoleand go to theTicketing ...
A service-level agreement (SLA) is a commitment between a service provider and a client. It lays out the expectations by which that service is measured. In Comm100, you can configure SLAs for Time to First Response, Time to Next Response, or Time to Res...
Agent Assist for Comm100 Ticketing Messaging channels works similarly to the Comm100 Live Chat on Agent Console. Once Agent Assist is enabled on your Comm100 Control Panel, it works for all Ticketing Messaging channels except the Email.
Using Agent As...
Comm100’sSocial Media Integrationallows your agents to provide support for a wider range of your customers. Now you can handle social media queries within your Comm100 Live Chat Agent Console. The integration process just requires a few simple ste...
Comm100 allows you to respond to messages sent by your customers through integration with the LINE Official Account. To set up the integration with Comm100, you need to provide the Channel ID, Channel secret, and Channel access token from the LINE Devel...
Comm100’sSocial MediaIntegration allows you to handle social media queries from different platforms like Facebook, Twitter, and WeChat. If you are handling a large number of inquiries in your Comm100 Agent Console, you may want to further organize...
Telegram is a messaging application, which can be used across web, desktop, and mobile platforms. Telegram users can exchange messages using texts, images, video, audio, files, and more. It also supports end-to-end encryption of voice and video calls fo...
LINE is an instant communications application on electronic and mobile devices. LINE users can exchange messages using texts, images, video, and audio. These users can also conduct free VoIP conversations and video conferences.
Before integrating the LI...
Comm100’s SMS integration makes it easy to handle SMS messages sent to your business alongside your other communication channels. The integration allows you to receive SMS messages from your customer and reply to them from inside the Comm100 Agent...
Ticket Merge is an operation for you to merge the history of a source ticket with a target ticket. The merge operation is irreversible. After the merge, the target ticket keeps its property values. Future incoming emails, chat transcripts, and offlin...
Comm100 allows you to respond to messages sent by your customers through integration with the Telegram account. To set up the integration with Comm100, you need to provide the Bot Token from the bot that you create in your Telegram account.
Note:You can...
To ensure the smooth operation of your Twitter account integration, we have created a dedicated button for you to reset the authorization of your existing Twitter account with Comm100.
Step by Step Instructions Log into your Comm100 Control Panel.
Navi...
In Comm100 Ticketing Messaging, Contact is a visitor's identity with whom your agent communicates. Typically, sending or receiving information. Having a Contact helps you to track and manage the complete communication history of a Visitor.
A Contact ca...
With the Custom Field feature of Comm100 Ticket, you can create additional fields that help give context to a ticket. Custom fields can be also used to create Auto Updates and Auto Follow-ups.
These are the types of custom fields available: Text, Text a...
A Ticket Signature is a block of text, sometimes with images or hyperlinks, appended to the end of a ticket message which often contains the sender’s name, contact information, or website URL. With Comm100 Ticket, the pre-defined signature will be...
Internal tickets allow your agent to create internal tasks in Comm100 Agent Console and assign them to other agents in your team.
Step by Step Instructions Log in to the Comm100 Agent Console.
Go to the Ticketing Messaging tab.
Click New.
Click Inte...
Operating Hour is the days and hours when your ticketing system clock runs. Days when your team working hours are considered Business Days. Business Days are also used to count days within Trigger rules. Non-selected days will be skipped when rules are ...
The Comm100 Ticketing system allows you to add an email account and create support tickets out of any emails received by those accounts. However, your own email account might also receive some unsolicited emails, which will create tickets as well.
TheBl...
Comm100 has introduced a feature that allows you to insert images into any follow-up emails. Recipients of the email will not have to download the image or see a thumbnail preview of it, instead, the images will be displayed full size.
Step by Step Ins...
Routing rules dictate which department or agent is assigned a ticket when a customer reaches out and a new ticket is created. These rules are configured within the Comm100 Control Panel and ensure that tickets are immediately routed to the person best s...
Auto Distribution in Ticketing Messaging enables you to auto distribute tickets to agents to make sure the workload is distributed optimally. Once tickets are auto-distributed, agents do not need to pick up tickets manually. You can define distribution...
When you are working on a ticket, you may need to get other agents involved if you want them to follow up with a case and reach out to the customer. The@Mentionsfeature in the Comm100 Ticket system allows you to collaborate with other agents more effici...
Step by Step Instructions Log in tothe Comm100 Control Panel.
In the left navigation bar, go to the Ticketing Messaging tab.
Click theChannels drop-down menu, then clickFacebook.
ClickAdd Facebook Page.
Re-log into your Facebook account and authoriz...
Comm100 Ticketing Messaging supports multiple email accounts. When you respond to tickets, theDefault email accountis used as the fromemail address.
Step by Step Instructions Log into your Comm100 Control Panel.
From the left navigation menu, go toTic...