How to Create Ticket Delegates

Share messages with a group

The Delegate tool works a bit like a social media post. It's a place where your store customers and leads can answer a question, comment on a topic, and read what others post.

Store owners and staff use delegates to build a community, stay in contact with the audience, and initiate sales touches without hard selling or a clever marketing campaign.

Before you start

  • You add delegates to an existing ticket. Any active ticket created by a customer, Admin or store staff can have a delegate.
  • You can add any delegate to a ticket.
  • Only admins and store staff can add delegates to a ticket. Store customers can't add delegates.
  • Delegates are people who have a store account.

Adding delegates

In this scenario, the store admin wants to ask some customers about the coffee beans they purchased recently. It was a special blend offered for a limited time. The admin has a list of customers who purchased the special beans online.

The admin uses the delegate tool to survey customer reactions to the special blend of coffee beans.

Creating a ticket

The first step is to create a ticket for a single customer. The admin creates a ticket with the survey questions.

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Creating a ticket

Adding delegates

The next step is to add delegates to the ticket.

  1. Hover the client ticket tile.
  2. Click the three-dot icon.
  3. Select Manage delegates.
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Manage delegates

  1. On the Ticket delegate access panel, click Invite delegate.
  2. Enter the person's email address in the popup window.
  3. Click Send invite.
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Send invite

Upmind sends the person an email message with an invite and displays their name with the Invited status.

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Invited status

Client experience

Upmind sends the client an email message with an accept link.

  • No further action can be taken until the client clicks that link.
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Client clicks accept link

If the client accepts the invitation to be a delegate, an active ticket displays on their dashboard.

  • The ticket has a share icon.
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Ticket with share icon

The client clicks the ticket name. The ticket opens on a new page.

  • The client can read all of the messages in the ticket thread.
  • The client can enter a response and click Post to publish a message on the thread.

📘

Every delegate with access to this ticket can read the posts in the thread.

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Client can enter response

Store owner experience

After the client accepts the link, the delegate status changes from Invited to Accepted.

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Status changes to Accepted

If a client (delegate) posts a message to a ticket thread, Upmind changes the status of the ticket to Client replied.

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Client reply

Click the ticket to read the client post in the ticket thread.

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Client posts in ticket thread

Removing a delegate

To prevent a client from posting in a ticket thread, revoke their delegate status.

  1. Hover the client ticket tile.
  2. Click the three-dot icon.
  3. Select Manage delegates.
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Manage delegates

  1. Click the Revoke access icon.
  • Upmind removes the client from the delegate list.
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Click Revoke access

📘

Upmind immediately removes delegate access to a ticket after the admin or staff user clicks the Revoke icon.