Using Conversations as a ticketing support system

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Using Conversations as a Ticketing Support System

ActiveCampaign's Conversations feature allows businesses to manage customer communications effectively. By integrating Conversations with ActiveCampaign forms, you can create a ticketing support system that streamlines your customer support inquiries. This article provides an overview of how to implement this system, detailing how you can set up automations that deliver notifications to your Unified Inbox whenever a ticket is submitted.

Introduction

The Conversations feature in ActiveCampaign serves as an effective tool for managing support inquiries. By building an integration between your forms and the Conversations tool, you create a seamless workflow for handling customer queries. This approach ensures all communications are centralized, making it easier for your support teams to respond promptly to customer needs. Whether you are a small business or part of a larger enterprise, leveraging this ticketing system is essential for enhancing customer satisfaction.

How to Access This Feature

To start using the Conversations feature as a ticketing support system, make sure you have enabled the ‹Conversations› option in your ActiveCampaign account. Additionally, you need to create an inline form specifically designed to collect support tickets. The form should include fields for the customer's full name, email address, and the support issue they are facing.

For detailed steps on setting up these components, refer to the following resources:

• How to set up Conversations [1]
• How to create a form [2]
• Overview of custom fields [3]

Step-by-Step Instructions

This section walks you through the process of creating a ticketing support system using automations and the Conversations feature.

Step 1: Create a New Automation

1. Navigate to Automations by clicking on the Automations menu in your ActiveCampaign dashboard. 2. Select New Automation to bring up the automation menu. 3. Click on Start from Scratch and then click Continue.

Step 2: Add the "Submits a Form" Trigger

1. Choose the Submits a form trigger and click Continue. 2. From the dropdown, select the form you are using for support ticket submissions (e.g., "Conversations Ticketing Support System"). 3. Set the trigger to run Multiple times so that contacts can re-enter the automation each time they submit a support ticket, and then click Add Start.

Step 3: Send a Notification Email

1. Click on the Send a notification email action in the Add Action modal that appears after configuring your trigger. 2. Personalize the From Name field by selecting the Full Name personalization tag. 3. Personalize the From Email field by selecting the Email personalization tag. 4. Set the Send to email address to your Conversations forwarding email address, which will resemble support@mydomain.ac-inbox.com. 5. Type a suitable subject line in the Subject field. You can include personalization tags related to your Sales or Customer Support team to highlight the inquiry's urgency. 6. In the Message box, include the necessary context of the support issue captured through your custom field (e.g., "Support Issue"). Use the Personalize Message button to ensure you capture this detail accurately. 7. Click on Add to finalize your notification email configuration.

Step 4: Name and Activate Your Automation

1. Add a descriptive name for your automation to easily identify it later. 2. Set the automation to Active.

Now, for every completed submission of the "Conversations Ticketing Support System" form, a new Conversation will be initiated in your Unified Inbox for follow-up.

Configuration Options and Settings

When configuring your automated ticketing support system, pay attention to the following key settings:

• From Name: Use the customer’s full name to personalize communication.
• From Email: Personalize using the customer's email address.
• Send to: Ensure the email address used is your dedicated Conversations forwarding email address.
• Subject: Personalize this for easy identification by including relevant tags.
• Message: Tailor this to include the specific details of the inquiry by utilizing custom fields effectively.

Using these configurations allows you to maintain a professional and organized approach when responding to customer support inquiries.

Best Practices and Tips

• Use Personalization Tags to make your emails more engaging and targeted. This helps improve response rates and customer satisfaction.
• Regularly review and update your ticketing form to ensure it captures all necessary information for effectively handling support requests.
• Train your support team in using the Conversations tool to facilitate efficient follow-ups and customer interactions.
• Monitor the performance of your automation by checking the engagement rates and feedback from customers to identify areas for improvement.

Common Use Cases with Examples

1. **Handling Customer Queries**: Customers can submit support tickets through the inline form, and your team can efficiently manage and respond to these inquiries via the Unified Inbox. 2. **Tracking Support Issues**: Create a consolidated view of all support tickets, allowing your team to prioritize and address critical issues systematically. 3. **Feedback Collection**: Use the ticketing system not only for support but also to gather feedback on products and services during follow-up conversations.

Troubleshooting Section

If you encounter issues while setting up or using the ticketing support system, try the following troubleshooting steps:

• Ensure the Conversations feature is enabled in your account settings.
• Double-check that the inline form is properly created with all required fields.
• Make sure that the automation is activated and not paused.
• Verify that your Conversations forwarding email address is accurately configured.

If problems persist, consult the ActiveCampaign support documents or reach out to customer service for additional assistance.

FAQ Section

1. What is the Conversations feature in ActiveCampaign?

The Conversations feature enables businesses to manage customer communications in one centralized interface.

2. How do I enable the Conversations feature?

You can enable the Conversations feature through your account settings in ActiveCampaign.

3. Can I customize the form used for support tickets?

Yes, you can create and customize the inline form to include the fields necessary for your support process.

4. What information should the support form collect?

The form should typically collect the customer’s full name, email address, and a description of the support issue.

5. How does the automation work for support ticket notifications?

When a customer submits the form, the automation triggers a notification email to your Unified Inbox, creating a new conversation.

6. Can I track the status of each support ticket?

Yes, you can track follow-ups and replies within the Conversations interface.

7. Is this feature available for all ActiveCampaign plans?

The Conversations feature is available for specific plan types, and it was discontinued for purchase as of January 3, 2023. Check your plan for availability.

In conclusion, by utilizing the Conversations feature combined with the automation of support requests, you can ensure that your customer support operations are streamlined and efficient, ultimately leading to improved customer satisfaction and loyalty.