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Tickets in Hello
🎫 Tickets in Hello
Once an inbox is integrated with a communication channel (like WhatsApp, Email, Instagram, etc.), all incoming messages from that channel appear under the Tickets section in Hello.
📌 Ticket Status Categories
Each ticket is categorized under one of the following statuses:
Open – Indicates a new/unread ticket or an ongoing conversation.
Snoozed – Temporarily paused by an agent for follow-up later.
Closed – The customer’s issue has been successfully resolved.
Agents can select and view ticket conversations in detail in the right panel of the Hello screen.
🧾 Ticket View Overview (As shown in the screenshot below)
Left Side:
Displays the name of the customer who raised the ticket.
Right Side Icons:
👤 Person Icon – Assign the ticket to a specific agent.
⏸️ Snooze Icon – Snooze the ticket for a set duration.
✅ Close Icon – Mark the ticket as resolved.
ℹ️ Info Icon – View customer details such as:
Name
Country/Region
Associated tickets (past or current)
Metadata fetched from Segmento (customizable fields)
💬 Chat Section (Bottom Panel)
Message Composer – Type your response in the input field.
✨ Paraphrase Icon – Enhance your message for grammar and tone with a single click.
📎 Attachment Icon – Upload and send files or documents.
💬 Saved Replies – Type hash “
#"to view and select from your pre-saved responses for faster replies.
📝 Notes (Internal Collaboration)
Use the Notes section to leave internal messages for team collaboration.
Notes are only visible to your internal team — not the customer.
🧠 Summarize
The Summarize button gives agents or managers a quick summary of the entire conversation thread, helping them understand the context without scrolling through every message.
Refer this Help Doc for detailed explanation
🔍 Filters in Hello
Just like labels in email platforms, Hello provides a robust Filter system to help agents manage tickets more efficiently.
Agents can filter tickets based on:
Inbox / Communication Channel
Date Range
Last Reply
Assignee – Filter by a specific agent or team
Additionally, agents can create and save custom filters by:
Either clicking on the funnel icon or Add filter button
Giving the filter a name
Assigning a color badge for quick recognition
Saving it for repeated use
All saved filters appear under the Filters section in the left navigation menu, enabling agents to quickly switch views based on their preferred workflows.