Ticketing System Details

Ticketing System Details

Ticketing System

The ticketing system controls part of the live chat session assignment policy and live chat session handling policy. This affects the privacy level of ticket handling, and also the customer service flows as well.

Common Live Chat

Common live chat mode sends live chat tickets to the designated live chat channel directly. Agents will reply to clients in the live chat channel ticket sent to, and all agents can see the conversation. 

Common Live Chat Mode




Ticket Picking

Ticket picking live chat mode sends a live chat picking ticket to the designated live chat channel. Agents click “Pick Ticket” to transfer the ticket to their own personal channel setup in the section. The live chat session will be sent to a personal live chat channel, and agents can reply to the client there. And other agents may not read the conversation if the personal live chat channel is configured in a separate private team.

New Ticket (Ticket Picking)




Picked Ticket 




Assign Same Agent

With the assign same agent option turned on, future live chat requests from the client will be assigned to the agent who picked the live chat ticket automatically. However, there will not be a live chat request picked message sent to the client for future live chat requests. This is because the live chat ticket is not picked by the agent, but sent to their live chat channels directly.

Admin Assign

Admin assigns live chat mode and sends a live chat assign ticket to the designated live chat channel. This mode allows admins to assign the ticket to other agents. Instead of letting the agents choose which ticket to handle, the admin assigning tickets to different agents lets live chat requests be handled by the best-suited agent. To assign an agent to handle the ticket, the admin first chooses the agent in the message card. Then click “Assign Ticket”.

New Ticket (Admin Assign)



The live chat session will be sent to the personal live chat channel configured by the agent. The agent will handle the ticket in their personal live chat channel.

Assigned Ticket 



Assign Same Agent

With assign same agent option turned on, future live chat requests from the client will be automatically assigned to the agent who was assigned previously. However, there will not be a live chat request assigned message sent to the client for future live chat requests. This is because the live chat ticket is not assigned to the agent, but sent to their live chat channels directly.

Round Robin

Round robin ticketing mode sends the live chat session to all agents configured with personal live chat channel evenly. The round robin queue is shared by the organization in Stella Inbox. For multiple live chat channels set to round robin mode, they use the same counter and same set of agents. A common live chat channel is still required for incoming live chats to send to for this mode, even the live chats will not actually enter the channel. 

    • Related Articles

    • How to use Ticketing Dashboard

      Ticketing Dashboard The ticketing dashboard provides live chat ticketing information, agent live chat statistics and Bot Platform channel integration with Stella Inbox. The ticketing dashboard allows login using Stella / Woztell account or Microsoft ...
    • Create Live chat ticketing channel

      Ticketing System The ticketing system controls part of the live chat session assignment policy and live chat session handling policy. This affects the privacy level of ticket handling, and also the customer service flows as well. Common Live Chat: ...
    • How to find Agent Statistics Details

      Agent Statistics Go to Dashboard by calling Setup command and click on Agent. Agent statistics page lists live chat statistics of each agents to admins. Information showed includes: Agent Name Average First Response Time Average Live Chat Session ...
    • Do your first setup on MS Teams

      New Setup Card New setup is done after the installation package of the bot is installed on MS Teams. For any new setup, the setup card will be sent to users upon app mounting on a team. The setup card will be sent to the “General” channel upon the ...
    • I am using command on Inbox channel, why is it not working?

      When a user has an active live chat ticket in ticketing channel, any command used on inbox channel will be triggered on that live chat ticket directly. No message will be displayed on the inbox channel. To find the live chat ticket, search the member ...