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.
- Hover the client ticket tile.
- Click the three-dot icon.
- Select Manage delegates.
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Manage delegates
- On the Ticket delegate access panel, click Invite delegate.
- Enter the person's email address in the popup window.
- 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.
- Hover the client ticket tile.
- Click the three-dot icon.
- Select Manage delegates.
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Manage delegates
- 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.
Updated 12 days ago