setting up tickets

Question

We are trying to configure the ticketing system so that it can always remain accessible in a tab, allowing users to only submit tickets while simultaneously having access to chat. Could you please advise us on how we should set it up to achieve this functionality?Additionally, we would like to know what should be configured for times when the support team is unavailable, or when the queue is too busy.We’ve already set up the working hours, but it hasn’t made a difference.Thank you for your help.

Nathan Sudds · Accepted Answer

@speltlore0l This is an interesting question, I'd love to understand more about your setup and goals to better give you advice on this topic.Are you trying to keep the chat available for communication but not allowing new conversations to be started without a ticket?What's the main reason for only allowing tickets to be submitted and not conversations?Also when you say setting up office hours hasn't made a difference, what is the main goal you are trying to achieve?It seems like with the right setup Fin AI should be useful to help with your goals in addition to a review of your setup.Please feel free to share more about your setup here if it's not private or DM some screenshots to get a better sense of your setup.Also happy to jump on a call with you to look this over and provide some suggestions as well. You've got me very curious now because these sound like exactly the type of problems I've been helping some other Intercom consulting clients solve, but it's hard to suggest things without more of the picture.Thanks!

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