Native Ticketing, Chat, and Messaging

Background

We’d like to add a way for users to get support within the platform.

The solution needs metrics to report on to track internally

Solution

User Experience

Create a chat and email message solution

Chat

The chat solution should populate in the bottom right corner:

When they click the balloon (text box), a more chat opens:

Email Message

Add a question mark icon to the left of the profile image/name in the top navbar

Icon:

When the user clicks that icon, it drops down a message box with a form

Internal Experience

A ticket is created when someone creates a chat or sends an email to support@boxandbestow.com

Ideally, I’d like to have a native response tool, like hubspot.

I have to imagine it’d be very expensive to respond to both email and chat out of one interface (like zendesk & hubspot)

this interface would only field emails from one email address: support@boxandbestow.com

Let’s start with only a chat response interface (if email + chat is very time-intensive), then move to including email as we go along

Once an issue is resolved, we are able to archive or close the ticket.

It would be helpful to create categories for these tickets, so we can aggregate them to see where a large amount of issues are coming from

Metrics

We also need to calculate the metrics to monitor our support level.

Response time

Time to close

Ticket volume