Manage your ticketing activity
Step 1: Create a ticket management campaign
To create a ticket management campaign, go to: Home > Create a new campaign > Create a ticket management campaign
A campaign is then automatically created, which you can find in the menu: Home > Run campaigns
To set up your ticket campaign, click on the menu 
> “Edit campaign”.
Step 2 : Set up a ticket management campaign
All the campaigns you create are accessible via the "Use campaigns" menu.
To set up your ticket campaign, click on the menu > “Edit campaign”.
On the Information tab, you will define:
- The name of the campaign
- Account settings: sender name, reply email (reply to)
- Viewing the attachment (list or preview)
- The assignment of a signature
- Assigning an automatic response
- Assignment of user and supervision teams
- Assigning a qualifying script (optional)
On the Advanced tab, you will set:
- Email templates
- The response header display
- Planning dates
- The maximum number of attempts
- The duration of blocking (on hold)
The icon tab allows you to customize the icon for your ticket campaign.
The import history tab allows you to track changes you may make to your ticket campaign file.
Step 4: process tickets
When agents log in to the web2contact tool, they only see the ticket campaigns they have access to in campaign drill-down.
To start processing tickets, the agent must click on the icon of the campaign they want to work on. Depending on his access rights, he can see 3 actions:
- Process tickets,
- Create a ticket,
- Explore tickets.
To correctly process the file, you must choose “Get into tickets”.
