Wix Answers Help Center

Multi-Channel Ticketing System

Managing Your Ticket Settings

Managing Your Ticket Settings

Managing Your Macros

Keep your ticket workflows organized by managing the macros available to your team. From your Macros page, you can create, enable, disable, edit, duplicate, and delete macros. To manage your macros: In the W

Working with Automatic Actions

Use Automatic Actions to automate procedures in your Ticketing System so your team can work more efficiently. For each Automatic Action you create, you set the conditions that trigger customizable actions. When

Creating a New Macro

Create a macro to allow agents to perform a series of actions on a ticket with just one step. Once you've created a macro, agents can apply it to tickets to do several things at once.For example:You can create

Managing Your Automatic Actions

Manage all your Automatic Actions from one convenient location. On your Automatic Actions list, actions trigger in descending order from top to bottom, so make sure to arrange them accordingly. Note:You can cre

About Macros

With macros, you can speed up and simplify the execution of frequent tasks on tickets. Macros are customizable shortcuts that allow you to apply a set of actions to a ticket with just one step. Create macros fo

About Custom Field Types

When creating custom fields, use the appropriate field types for the information you want to collect. You can use custom fields with Automatic Actions, Macros, and ticket list filters. View details about each f

Creating Custom Ticket Fields

Use custom ticket fields to gather important information about your customers' support requests. You can add various types of custom fields to the contact form in your help center and widgets. Team members can

Managing Custom Ticket Fields

Create, edit, and delete the custom ticket fields used to collect information about your customers' support requests. Updating a ticket field applies the change wherever it is in use. Important:To manage ticket

Email Template Placeholders

Keep your email replies personalized and professional with placeholders. Use placeholders in your email templates to dynamically add content that references existing information, such as your customer's name or

Customizing Email Templates Sent to Ticket Owners

Modify the automatic notification emails sent to ticket owners or agents after various ticket-related events occur. Tips: View a step-by-step tutorial for using an HTML editor to add text to email templates.

Tutorial: Adding Text to Email Templates

Add text to your notification emails to match your brand and personalize your customer's experience. Follow the tutorial below for a step-by-step guide to adding text to your email templates. In the example be

Sending an Automated Email When You Receive a New Ticket

With Automatic Actions, you can send automated emails to customers or team members whenever you receive a new ticket. You can also specify the ticket source and add additional conditions that must be met before

Adding Labels to Tickets Using Automatic Actions

Labels can help you identify and categorize tickets. Use rule-based Automatic Actions to add labels to tickets that meet conditions you define. Tips: Create custom Views on your ticket lists that display tick

Using Automatic Actions to Assign Tickets from Mailboxes to Agents or Groups

Make sure emails sent to your mailboxes get assigned to the appropriate team members or groups with Automatic Actions. You can choose different assignees for each of your mailboxes. Tip:Create separate mailboxe

Adding Parameters for Creating New Tickets and Calls

Create starting points for your most common outbound support tickets and calls by adding parameters to your Wix Answers URLs. For example, you could bookmark a URL that opens the Create New Ticket window with t

Reconnecting Your Facebook Pages

Your Facebook Pages can be disconnected from your Wix Answers account if your password or other settings have changed in Facebook. Tickets will not be created from Facebook if your account is disconnected. Reco

Sending Customer Satisfaction Surveys in Your Supported Channels

Use customer satisfaction surveys to gain valuable feedback about your customers' experiences. You can send customized surveys from all your support channels, in all your supported languages. Step 1 | Set the t

Using Automatic Actions to Assign Tickets to Groups or Agents

You can create Automatic Actions that assign tickets to agents or groups when specific conditions occur. For example, create an action that assigns tickets to your "Billing" group when the ticket description co

Adding Dynamic Text to Email Templates Based on Custom Ticket Fields

Create email templates with dynamic text that changes based on a ticket's custom field values. To do this, you need to create a custom LiquidJS code with an if/elsif/esle/endif clause, then add it to the releva

Reconnecting Your Instagram Account

Your Instagram account can be disconnected from your Wix Answers account if your password or other settings change in Instagram. If disconnected, tickets will no longer be created from Instagram. Reconnect your