What is an SMS ticket?
Understanding SMS tickets
An SMS ticket is a customer message received via SMS or email. These messages might include booking requests, status inquiries, or other questions.
You can manage these messages just like email support tickets from CustomersSupport.
The system displays the ticket in a chat-like interface, allowing you to reply using a virtual phone interface similar to a text messaging app.
Use the appropriate button based on the status of the inquiry:
- Send public reply - In Progress: Use this when a reply is needed or the issue is not yet resolved.
- Send public reply - Close Ticket: Use this when the issue has been resolved and no further action is needed.
SMS or Email?
All customer messages - whether sent via SMS or email - will appear in the same ticketing system. You can reply from the same place regardless of how the customer reached out.