ExpertConnect will automatically create a new ticket anytime a customer calls, texts, or submits a ticket to your team. However, we know there are still times when you need to create a ticket on behalf of a customer - perhaps to initiate a text from your VoiceHub number or if a customer calls your personal phone and you'd like to track the issue. Additionally, there may be times when you need to reach out to a team while acting as the customer on the ticket. Please follow the steps below to create a new ticket.  

From the web dashboard

1. Navigate to the Tickets page.
2. Under the Create New Ticket section, enter the team name, customer name or customer phone number and select the respective ticket type icon. The  following ticket types include a video call, outbound VoiceHub call, ticket-only and sending an email via EmailHub.
   

   If you need to act as the customer on the ticket, search for the team name and create a ticket with that team.

   If you need to serve as an advisor on the ticket, search for the customer’s name, phone number, or email address.

    

Ticket Types

• Video Call: By selecting video call, an SMS text message will be sent to the customer inviting them to connect via video. The customer can tap the link to join and Allow for access to their camera and microphone to begin the call. You can also invite someone into a live video session from within an existing ticket.
• Phone Call: By selecting phone call, an outbound call will be placed from your VoiceHub number to the selected customer.
• Ticket Only: By selecting ticket, a new ticket will be opened with the selected customer. The customer will not be notified unless you take action in the ticket.
• Sending an Email: By selecting email, an email pop-up will show up allowing you to craft an email and send it through EmailHub.

From the mobile app

1. Click the (+) button at the top of the page.
2. Type in the customer's phone number or name.
3. Click submit ticket. If the customer does not have the app, they won't be notified until you take action in the ticket. If the customer has the app, they'll receive a notification of a new ticket created for them.