Ticket Receiving Methods

4-) Ticket Receiving Methods

The Supsis AI panel offers multiple ticket receiving methods that can automatically convert customer requests into tickets through different channels. When these methods are activated, every action is recorded with full details under the Ticket Menu and becomes manageable.

1-) Offline Tickets

The system is considered offline when it is manually set to offline, when there is no active agent available, or when it is outside defined working hours. In offline situations, messages left by users through the chat bubble on your website are automatically converted into tickets.

2-) Chatbot Tickets

These are ticket requests created via chatbot by users interacting with the “Create Ticket” block in the scenario diagram of the Chatbot module or with the “Run Javascript” block where the ticket creation function is defined in the Javascript block.

For more information, you can review our Create Ticket block and Run Javascript block documentation.

3-) Instagram Comments

Comments received on posts of your Instagram accounts integrated into your Supsis AI panel are automatically converted into tickets.

Through the ticket menu, you can respond to comments both via DM and directly under the post.

4-) Messenger (Facebook) Comments

Comments received on posts of your Messenger (Facebook) accounts integrated into your Supsis AI panel are automatically converted into tickets.

Through the ticket menu, you can respond to comments both via DM and directly under the post.

5-) Trendyol Q&A

Customer questions received in your Trendyol store are created as tickets.
For this feature to function, under Trendyol Channel Settings > Questions,
the “Route Questions to Ticket Menu” option must be activated.
After activation, all Trendyol questions can be managed via the ticket menu.

For more information about the required settings to route questions from your store to the ticket menu, please review our Trendyol Questions documentation.

6-) Automation Tickets

These are ticket requests created via automation by users interacting with the “Create Ticket” block in the Automation module’s scenario diagram or with the “Run Javascript” block where the ticket creation function is defined in the Javascript block.

For more information, you can review our Create Ticket block and Run Javascript block documentation.

7-) Form Tickets

When forms created through the Forms module are filled out, tickets can be automatically generated.
For this feature, in the form settings, the “Route Form Responses” option must be set to the Ticket Module.
Once this is configured, the information of the user who filled out the form and the form content are recorded as a ticket and managed via the ticket menu.

For more information about the configuration, please review our Form Settings documentation.