Tickets and operators
All customer questions — from the chat window, email, Telegram and MAX — arrive in «Customer support» → «Tickets». Here operators reply, hand tickets over to each other and see who is working on what.
Who can reply
The organization owner grants access to support in «Organization» → «Employees and access» → «Add». Enter the employee's name and phone number, then what to give access to (the organization, all its stores or one store) and a role with access to «Customer support».
- The owner, organization managers and store managers reply to tickets and set up sites, channels and the chat window.
- A support operator replies to tickets and maintains «Knowledge base» articles, and sees site settings as read-only.
- An employee with access to one store works only with that store's support sites.
Operator seats
Besides a role, an employee needs an operator seat. The number of seats depends on your plan: the «Free» plan has one seat. An employee takes an available seat themselves the first time they open the section, and if there are no seats, they see the «No operator seat» screen.
The «Customer support» → «Operators» screen shows who holds the seats: here an administrator frees up a seat or gives it to a colleague, and the organization owner adds seats. A seat without a support role gives nothing.
Working with a ticket
| Status | What it means |
|---|---|
| New | The customer wrote, an operator hasn't replied yet |
| In progress | Operators are working on the ticket |
| Waiting for customer | The operator is waiting for the customer's reply |
| Solved | The question is solved. If the customer writes again, the ticket goes back into progress |
| Closed | You can't write in the ticket: a new message from the customer opens a new ticket |
- «Assign to me» assigns the ticket to you. The first reply also makes the person replying the assignee, if there wasn't one yet.
- The reply field has two modes: «Reply to customer» and «Note». Only operators see notes.
- After sending a reply, you can change the status right away — «Wait for customer» or «Solve».
- «Reply templates» are ready-made texts for common replies: personal ones that only you see, and shared ones for all operators.
- Attach files with the paperclip, by pasting from the clipboard or by dragging — up to 10 files of 10 MB each.
- You can reply to a chat ticket by email: above the reply field, choose «By email».
- The «Reopen» button brings back a closed ticket — nothing is sent to the customer.
Tickets are sorted into folders: «Inbox», the site's own folders (the support site's «Folders» tab) and the system folders «Spam» and «Monitoring». You can turn on «Notify about new tickets in the folder» for a folder — where notifications are delivered is set up in organization notifications. Sound and browser notifications about new tickets are in the «Settings» window above the ticket list.
Files for a customer without a verified identity
If the customer hasn't signed in with Invoicebox ID, your account reminds you before you send files: the file goes to whoever is writing in the chat, and that may be a stranger. Don't send such a customer documents with personal data — contracts, acts and invoices with bank details, ID scans. If a document is needed, ask the customer to sign in with Invoicebox ID.
For a PDF with an Invoicebox document label, your account shows the document type and whether it contains personal data — for example, «Invoicebox document «Act of services rendered» — contains personal data». Such a file goes to a customer without a verified identity only after your separate confirmation. Only operators see the label.
Customer ratings, «Analytics» and «Control room»
The customer rates a solved ticket in the chat window — from one to five stars. The rating is shown in the ticket card.
«Analytics» shows how many tickets came in and were solved, how quickly operators reply, where customers write from, their ratings and compliance with response times (SLA). Its «Settings» tab sets the support team's time zone, working hours and response time targets.
«Control room» is a feed of what's happening in support now: who is waiting for a reply, where a response deadline is about to be missed, which reply didn't reach the customer. The organization owner can open «Control room» even without an operator seat.
«Analytics» and «Control room» are available from the «Business» plan. Plan terms — see the Customer support article.
Questions? Write to c-support@invoicebox.ru or call +7 (812) 448-08-01 (9:00–21:00 Moscow time).