DelightChat's interface allows you to easily switch between support tickets from various channels. But what if you wanted to view all tickets across all channels at once?
At the moment, we don't have a feature for this. Analytics > Inbox Analytics > All Tickets lists tickets from all channels for a date range, but it is a report and not your working inbox. But we do have a workaround.
Go to Settings > Inbox Setup > Inbox Workflows, click [+ New Rule] and set it up as shown below:
Quick explanation:
- WHEN New ticket created - Whenever a new ticket is created, this rule will run . Under WHEN, tick [All support channels] so that tickets from every channel get the tag. If you connect a new support channel later, open the rule and tick the new channel too.
- IF All the time - This rule will run all the time
- THEN Add tag - [All Tickets]
To view All Tickets, open Tags > All Tags in the left menu of your inbox and click the [All Tickets] tag.
Please note:
Tickets will be tagged only from the time the Automation Rule was first created and enabled. Older tickets will not get tagged as Automation Rules don't apply to past events. Agents see only tickets from the support channels they have access to, so the tag view can show fewer tickets to some agents.
