With Buzzmonitor’s Customer Service module, you can manage user interactions across social media platforms publicly and privately, as well as on other digital channels like email, Google My Business, Play Store, or WhatsApp. All these messages can be handled within a single tool.
Additionally, Buzzmonitor allows you to configure tickets automatically or manually for second-level support, meaning that specific information can be responded to by a particular analyst.
How to Create Tickets Manually
Creating a ticket manually is straightforward and done through reports. First, you need to access the Customer Service module – View Collection and select the social network. Once you open the report, you’ll see the graph and below it, all the comments. Each of these comments has various icons on the right side, one of which is for tickets; simply locate it and click on “new ticket.”
Then, you can configure the ticket by assigning a project and filling in the status, responsible party, and priority filters.
It’s also possible to include personal information about users, such as email, phone, and identification number; there’s even a field to make observations about the case. Once you’ve filled in all the information, click on “create ticket.”
After tickets are created, each analyst can view the tickets assigned to them in the Customer Service module – Tickets.
How to Create Tickets Automatically
To create tickets automatically, you can use Buzzmonitor’s Triggers functionality. To do this, enter the Customer Service module – Triggers and click on “New Trigger.” The first step is to assign a name to the trigger, and then filter by social networks, projects, and customer service channels (public or private) where you want the trigger to apply.
In the next step, you can filter by keywords (using a boolean query), sentiment, category, gender, or even user interests in the post. Additionally, there are specific filters for each social network or digital channel. For example, you can specify that all private messages related to “price” on Facebook and Instagram be assigned to “analyst 1.”
In the last step, there are various actions you can take with the comments that have already been filtered, including the option to open a ticket. By clicking on this option, the status, priority, responsible party, project filters appear, and you can even define a sentiment and apply a tag. For example, if it’s a comment from an unsatisfied user, you can open the ticket with “Urgent” priority.
When you’ve finished entering the information, don’t forget to click on “Create.” After creating the trigger, each analyst can view the tickets assigned to them in the Customer Service module – Tickets.
