How to Set Up Your Ticketing System
In this tutorial, we show you how to set up your ticketing system, add agents and create groups of agents. Wix Answers makes it easy to manage tickets from multiple channels, like your help center’s contact form, email, help widget and Facebook—all in one place.
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01 Set Up Your Mailbox
Hover over Settings on the bottom left and choose Mailboxes.You already have a default mailbox, but you can add as many as you need:
1. Click Add Mailbox
2. Give your new mailbox a name and click Next
02 Set Up Mailbox Forwarding
You can set up mailbox forwarding to automatically forward emails to your new Wix Answers mailbox.
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Add the email address you want tickets forwarded from
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Add your new email address to the forwarding section of your email provider settings
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When you’re done, click Save
03 Connect Your Facebook
When your mailbox is set up, connect your Facebook account:
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Hover over Settings on the bottom left and choose Facebook
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Click Connect Facebook Account and select the Facebook pages you want to connect
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When you’re done, click Connect
04 Turn Post and Messages into Tickets
Turn on a Wall post and private message. Now, when someone posts on your timeline or sends you a private message, you’ll get a ticket right to your Tickets List.
05 Add Agents to Manage and Answer Tickets
Hover over the menu on the bottom left and select Invite Team Members.
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Click Invite Team Members
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Enter the email address of each team member
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Choose to make them an agent or admin
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When you’re done, click Send
Your agents will get an email inviting them to join the team. You can check your pending invitations any time in the Pending tab.
06 Create Groups of Agents
You can also create groups of agents, and assign tickets to groups—making your workflow more efficient.
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Click Create New Group and give your group a name
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Then click Create
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Click on the group name to open it
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Click Add Members to Group to add your agents
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Select the agent and click Add
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