Ticketing System Highlights

Your Wix Answers Tickets List is the place where you can reply to all your tickets, from all their sources. This easy and intuitive system allows you to efficiently manage and correspond with your customers and keep track of your communications. 

You can assign a ticket to a specific agent or group, choose what info you want to collect from customers, use saved replies, link Knowledge Base articles to your responses, and more.

Receive Tickets From Multiple Channels

Your customers can contact you via 6 different channels: 
  • Contact Form
  • Email
  • Widget
  • Live Chat
  • Call Center
  • Facebook
Whenever a customer contacts you via one of these channels, you get a ticket in your Ticketing System. 
Learn more about setting up your channels.

Access Your Tickets in Custom Views

When you access your Ticketing system, you get 5 default views on the left side of the screen:
  • All tickets
  • Replied by me
  • Spam
  • All open tickets
  • Open & assigned to me
You can add filters to these views and save them for easy access by all your team members.

Easily Answer Your Customers

When answering a ticket, you can link articles from your Knowledge Base. Work more efficiently by using Saved Replies for recurring issues and structuring your responses. 
Learn more about linking articles to tickets

Efficiently Manage Your Tickets

Assign tickets to certain groups or agents, set priorities, change the status of a ticket, and add internal notes to a ticket for other agents to see.

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About Wix Answers

Wix Answers is a cloud-based help desk software that makes it easy to create a support center for your business.You'll get everything you need to set up your Help Center, Ticketing System, Call Center, Live Chat and Widgets - beautiful templates, a rich content editor, and task management tools. Your Help Center is accessible to all your customers, with easy localization, advanced search and industry-leading SEO.  Each aspect of your support center works together seamlessly, creating data to help you pinpoint your top issues with Wix Answers Insights. You can even add your favorite third-party business apps to boost your platform further with Integrations. Sign up now to start your 14-day trial period. Help CenterYour Help Center is where your customers can instantly get all the answers they need. Here they can browse articles, find practical guides and tutorials, helping them find solutions before turning to your support team. You can customize your Help Center design to match the look and feel of your brand. Then, connect your own domain. Your Help Center articles are fully integrated into the Ticketing System, so support agents can quickly search for articles and share them with your customers. You can link articles to tickets, which allow you to track topics and issues. Learn more about the Wix Answers Help Center.Multi-Channel Ticketing SystemThe Wix Answers Ticketing System lets you answer support requests quickly and efficiently. Here, you can receive support requests from your Help Center, Call Center, Live Chat, widgets, email, and Facebook business page - managing them in one convenient location. With easy access to help center articles and saved replies, support agents can quickly answer common questions, saving time and energy. Learn more about the Wix Answers Ticketing System.Call CenterThe Wix Answers Call Center allows your team to make and take calls with ease. You can set up your call lines, queues, and IVR flows in minutes. Plus, you'll get your own 1-800 number, no download necessary. You can add multiple agents to a call or transfer to advanced queues so that other experts can help answer challenging questions. And with Callback mode, your customers can request a time, add account details and specify their request. That way when you receive a call, you'll already know who the caller is and the subject of their request.Learn more about the Wix Answers Call Center.Live ChatProvide real-time support by adding Live Chat where your customers need instant help. Improve your sales conversions by embedding Live Chat where customers are getting ready to purchase. Retain existing customers by offering Live Chat wherever they're getting stuck most frequently.  Chat support agents can use Knowledge Base articles and saved replies along with the same familiar format of your Ticketing System to create the most efficient help possible. Learn more about Wix Answers Chat.WidgetsAdd widgets to any part of your website to showcase useful articles from your Help Center. That way your customers can get the answers they need, without navigating away from your product. You can also set up widgets as support channels, enabling customers to contact you via Live Chat, Contact Form, or Phone Support.Learn more about Wix Answers Widgets.InsightsSupport is your company's front-line of defense against the issues that frustrate your customers the most. Why not quantify the various support requests you receive to capture meaningful data that can influence every aspect of your business? With Wix Answers Insights, your Ticketing System, Knowledge Base articles, and Call Center come together within powerful charts, tables, and other analytical tools to help you make data-driven decisions. Learn more about Wix Answers Insights.IntegrationsConnect your favorite third-party business applications to expand the versatility of your Ticketing System. With apps like Salesforce, Slack, HubSpot, Zapier, and more, Wix Answers Integrations allows you to stay within one platform to support your customers better. Learn more about Wix Answers Integrations.

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Knowledge Base Highlights

In your Knowledge Base dashboard you create and manage all the articles and categories that appear in your Help Center and Widgets. Your articles integrate with your Ticketing System to allow agents to easily link and send information to customers. Create different types of articles and organize them into categories and subcategories. Use the Content Editor to add various text types, images, videos, tables, iFrames, and more. Reach customers from around the globe by localizing your articles in up to 15 languages. Integrate Your Knowledge Base with Your Ticketing SystemIn your Ticketing System you can link articles to collect valuable data and reply using article content at the same time!Show me howTo link an article to a ticket:Go to the relevant ticket and scroll to the reply field.Select a suggested article or manually link an article:Link a suggested article: Click a suggested article in the reply field. Note: Click the arrow icon on the right to view more suggested articles. Manually link an article: Click the Knowledge Base Articles icon  and search for a specific article. Hover over the article you want to link to choose a linking option. Tip: Click Filters in the search bar to refine your search by category, article type, or label. Choose a linking option:View article: Preview the article without linking it.Insert content to your reply : Paste the article contents into your reply.Paste a link to your reply : Paste the article's title as a clickable link into your reply. Link article : Internally link the article without adding content to the reply. (Optional) Repeat the steps to link additional articles. Learn more about linking articles to tickets. Create Different Article Types and Organize Them into CategoriesCreate Informative, Feature Request, and Known Issue article types that allow customers to help themselves. Organize your articles into categories and subcategories that appear in your customer-facing Help Center. Show me howTo create different types of articles:Click the Knowledge Base icon  in the side panel. Click + New Article at the top right.Select an article type:Informative Article: The standard article type you should use for most of your articles. Learn more about creating Informative articles. Feature Request: Collect votes and inform customers of new feature releases. Learn more about Feature Request articles.Known Issue: Inform customers of known issues and update them when resolved. Learn more about Known Issue articles.  Select a category for your article from the Category drop-down.Click Create Article.To create categories and subcategories:Hover over the Knowledge Base icon  and click Categories.Add a category or subcategory:Category: Click + Add New Category at the top left.Click in the Category Name field and enter a category name.Click Create. Subcategory: Hover over the category on the left and click the Show More icon . Click Add Subcategory.Click the Subcategory Name field and enter a subcategory name. Click Save.Learn more about creating categories and subcategories. Experience the Advanced Content EditorUse the Content Editor to add different text types, images, videos, tables, iFrames, and more. Fully customize your articles to offer unique support materials to your customers. Show me howTo edit an article:Click the Knowledge Base icon  in the side panel. Search for the article you want to edit and select it from the list. Edit your article. Tip: Learn more about using content blocks to add different types of content. Click Save at the top right corner. When you're ready for the article to go live, click the Save drop-down and select Publish. Learn more about editing articles. Support up to 15 LanguagesAllow your team to localize articles and support customers from around the world. The Content Editor splits into two, allowing you to copy content across languages and translate with ease. Show me howTo add additional languages:Hover over Settings  in the side panel and click Account.Click Time & Languages.Click Add Language under Supported Languages.Select a language you'd like to add.Click Add Language.Learn more about localizing your Help Center. 

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Setting Up Your Ticketing System

The Wix Answers Ticketing System makes it easy to communicate with your customers. You can accept tickets from various support channels, and manage them all in one place.Step 1 | Set Up Your ChannelsStart by thinking about what channels you'd like to use. Wix Answers currently offers 6 different support channels: Help Center, Call Center, Widgets, Live Chat, Mailboxes, and Facebook. Learn more about the available support channels to decide which are best for your needs.Next, select a channel below to learn how to set it up:Help CenterHover over Settings  in the side panel.Hover over Help Center and click Tickets.Click the toggles to enable or disable the following contact options:Article Page: Customers can contact you from under the article:Enabled: The contact option appears when a customers selects No under Did this answer your question?.Disabled: Customers cannot contact you from the article pages.Help Center Footer: Customers can contact you from your footer:Enabled: The contact option appears in the footer of all your Help Center pages.Disabled: The contact option does not appear in the footer.Click Edit under How can your customers contact you? to customize the contact option.Select an option:Submit a ticket via the Wix Answers Contact Form: Customers fill in the form in order to contact you. The form comes with four mandatory fields. Click Add Field to add another field.Submit tickets via an external Contact Form: Customers are directed to your external contact page or form to contact you. Enter the URL of your contact page or form.Submit tickets via Email: Customers are directed to contact you via email when clicking the Contact Us button. Enter your email address.Click Save.Call CenterHover over Settings  and click Call Center. Click + Add New Line. Enter a name and description for your line (this information is not seen by customers).Click Next. Set up your line preferences:Choose a country from the drop-down: This defines the phone number's country code. Select the type of number:Local phone number.Toll free phone number. (Optional) Customize your number options:Use a specific area code or prefix: Enter an area code or prefix.Use digits that correspond to letters: Enter a pattern of digits (e.g., 1-800-FUN).Click Next.Choose a phone number from the list or click Back to change your line's setup preferences.Note: You may need to submit proof of a valid address or identification to purchase some phone numbers. Learn MoreClick Create Line.Click Manage The New Line and click the Business Hours tab to set up your call line business hours.WidgetsHover over Settings  and click Widgets.Click Create New Widget.Enter a name for your Widget and click Create Widget.(For multilingual widgets): Click the language next to Settings for and select a language. (Optional) Click the Limit contact accessibility toggle  to hide your contact options unless a customer marks an article in your Widget as "unhelpful." Click the toggle  next to the relevant contact options to enable: Live Chat: Offer real-time chat support through your Widget. Learn how to set up Live Chat. Contact Form: Allow customers to submit tickets through a custom contact form. Learn how to set up a contact form. Phone Support: Allow customers to request callbacks from your Call Center agents. Learn how to set up phone support in your Widget. Live ChatHover over Settings  and click Widgets.Click Create New Widget.Enter a name for your Widget and click Create Widget.(For multilingual widgets): Click the language next to Settings for and select a language. (Optional) Click the Limit contact accessibility toggle  to hide your contact options unless a customer marks an article in your Widget as "not helpful." Click the Live Chat toggle  to enable Live Chat in your Widget. Click Manage next to Live Chat. Customize the Chat Header:Enter a title in the Title field. Click Display subtitle and enter a subtitle. Leave Display agent avatars checked to display agent avatars.Leave Display a response time message checked and enter the amount of time it usually takes for an agent to respond.Customize the Chat Options:Leave Send an automatic greeting message checked and enter a message that will greet customers that begin chatting. Leave Ask for customer's email before chat checked to require that customers enter their email address to begin chatting.Click Ask customer for issue topic to prompt customers to choose a topic, which assigns their chat to a specific agent or group. Learn MoreClick + Add Issue.Enter an issue topic in the Issue Type field and press Enter.(Optional) Click the Issue Type field and enter another issue topic to add a sub-level topic that displays as a drop-down menu.Click the Assign to drop-down and select an agent or group to assign the chat.Click + Add Issue and repeat the steps to add more issue topics. Click Add custom fields to the Live Chat form to add custom fields:Click + Add Field.Select the fields you'd like to add and click Add Selected Fields.Note: Click Manage Custom fields to add a field that is not displayed. Click the Mandatory toggle  to require customers to fill out the field. Set your Live Chat Availability business hours:Click Edit next to Live Chat Availability. Set your available chat hours:Available 24/7: Click to keep live chat open at all hours. Custom Hours of Operation: Click to set custom business hours: Click the toggle  next to each day to turn chat on or off. Click the times to adjust your opening and closing hours. Click the Show More icon  to the right of a day and select:Apply to all days to set the same business hours for each day of the week.Add another period to (selected day) to add another block of time.    (Optional) Allow customers to send chats outside of business hours:Note: When an agent replies, your customer receives the message in Live Chat (if they reopen the widget) and email. Click Let customers contact you in chat outside of business hours.Click the Welcome message field and enter the message customers see when they start a new chat.   (Optional) Apply your Live Chat's business hours to all other contact options in your Widget:Click Apply business hours to all contact options.Click Yes, Apply to All. Click Save.Scroll up and click Save next to Live Chat Settings. Next learn how to:Add a contact widget to your Help CenterEmbed a contact widget on your non-Wix websiteEmbed a contact widget on your Wix siteMailboxesHover over Settings  in the side panel and click Mailboxes.Click + Add Mailbox.Enter a name for your new mailbox. Click Next. (Optional) Set up mailbox forwarding:Enter the email address you'd like to forward to your Wix Answers mailbox. Go to your email provider and set up email forwarding to your Wix Answers mailbox. Tip: Learn how to set up email forwarding from the following email providers:GmailMicrosoft OutlookYahoo MailClick Save.Tip: Connect an outgoing email domain to send emails professionally from your own personal domain.Learn more about setting up mailboxes as a support channel. FacebookHover over Settings  in the side panel and click Facebook. Click Connect Facebook Account.Log in to your Facebook account.Select the checkbox next to the Facebook Pages you want to connect. Click Connect. Click the toggle  to open a ticket when a user writes:A wall post.A private message.Step 2 | Create Saved RepliesSave time when answering tickets, by enabling agents to re-use common responses. This is great for openers (e.g., "Thank you for contacting us") or closers (e.g., "If you need any further assistance, feel free to contact us again"), or any other text that you find yourself writing over and over again.Create saved repliesHover over Tickets in the side panel and click Saved Replies. Click + Create Reply.Select the type of saved reply:Shared: Content is available to all agents.Personal: Content is only available to one agent. Click in the Name field and enter a title.(Optional) Click the Tags field and enter a keyword or phrase (e.g. #refund).Click the Reply text field and enter the content of your saved reply. You can also:Click the Add attachment icon  to add an image document link.Click the Add emoji icon  to add an emoji. Type $ to add dynamic placeholder text. Select the checkbox to send the saved reply to be translated to all your available languages.Note: Click Change to select specific languages for translation. Click Save Reply.Step 3 | Create GroupsUse groups to efficiently and effectively manage your ticket workflow. Assign tickets to different groups so that you know who's taking care of them.Create a groupHover over Settings  in the side panel and click Team Members.Click Create New Group on the left.Enter a name for the group and click Create. Add team members to a groupHover over Settings  in the side panel and click Team Members.Select the relevant group on the left.Click + Add Members to Group on the right. Start typing the team member's name and select them from the list.Note: New team members must accept an invitation to Wix Answers before you can add them to a group. Learn how to invite team members. Repeat steps 3 - 4 to add more team members to your group. Take a look at the video below for step-by-step directions regarding setting up your mailbox, connecting your Facebook account and adding team members. 

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Setting Up Multi-Channel Support

Wix Answers helps you provide top of the line multi-channel support to your customers. However customers get in touch—email, phone, social media, widgets, help center, or live chat—you can answer them more efficiently directly from your customer service software. Email SupportAdd mailboxes to provide customers with direct email addresses for contacting you. Each email you receive creates a new ticket on your Tickets List. You can also forward your existing mailboxes and use your own domain's email for outgoing emails.  Show me howHover over Settings  in the side panel and click Mailboxes.Click + Add Mailbox.Enter a name for your new mailbox. Click Next. (Optional) Set up mailbox forwarding:Enter the email address you'd like to forward to your Wix Answers mailbox. Go to your email provider and set up email forwarding to your Wix Answers mailbox. Tip: Learn how to set up email forwarding from the following email providers:GmailMicrosoft OutlookYahoo MailClick Save.Tip: Connect an outgoing email domain to send emails professionally from your own personal domain.Learn more about setting up mailboxes as a support channel. Phone SupportAdd a call line to your Wix Answers account to make and take calls from your own 1-800 number. Purchase a phone number to setup IVR support and define business hours for your call center. Add multiple lines to provide multilingual support and organize calls by category.Show me howHover over Settings  and click Call Center. Click + Add New Line. Add a name and description for your new line:Enter a name.Enter a description. Click Next. Set up your line preferences:Choose a country from the drop-down: This defines the phone number's country code. Select the type of number:Local numberToll free numberNote: These options are not available to all countries. (Optional) Customize your number options:I want the phone number to have a specific area code: Enter an area code or prefix. I want the phone number to contain a pattern of digits: Enter a pattern of digits (e.g. 1-800-FUN).Choose a phone number from the list.Note: If you don't find a phone number that you want, return to your line's setup and change the preferences. Click Create Line.Click Manage The New Line and click the Business Hours tab to set up your call line business hours.Facebook SupportConnect your Facebook page to your Wix Answers account so your users can contact you directly from Facebook. Both wall posts and private messages can be turned into tickets, which your agents can view directly from your main tickets page. Show me howHover over Settings  in the side panel and click Facebook. Click + Facebook Pages. Log into your Facebook account.Select the Facebook pages you want to connect. Click the toggle  to open a ticket when a user writes:A wall postA private messageWidget SupportAdd a help widget to any part of your website, so that customers can access your help articles or contact you without ever leaving your site. Show me howHover over Settings  and click Widgets.Click Create New Widget.Enter a name for your Widget and click Create Widget.Learn how to:Customize your WidgetAdd contact options to your WidgetAdd a contact widget to your Help CenterAdd your Widget to your non-Wix websiteAdd your Widget to your Wix siteHelp Center SupportMake it easy for your users to contact you from your Help Center if they don't find what they are looking for.Show me howHover over Settings  in the side panel.Hover over Help Center.Click Tickets.Click the toggles to enable or disable the following contact options:Article Page: Customers can contact you from under the article:Enabled: The contact option appears when a customers selects No under Did this answer your question?.Disabled: Customers cannot contact you from the article pages.Help Center Footer: Customers can contact you from your footer:Enabled: The contact option appears in the footer of all your Help Center pages.Disabled: The contact option does not appear in the footer.Click Edit under How can your customers contact you? to customize the contact option.Select an option:Submit a ticket via the Answers Contact Form: Customers fill in the form in order to contact you. The form comes with four mandatory fields. Click Add Field to add another field.Submit tickets via an external Contact Form: Customers are directed to your external contact page or form to contact you. Enter the URL of your contact page or form.Submit tickets via Email: Customers are directed to contact you via email when clicking the Contact Us button. Enter your email address.Click Save.Live Chat SupportProvide your customers with instant assistance through real-time chat support widgets added to your website.Show me howCreate a widget (if you haven't already) so you can add the Live Chat contact option. Hover over Settings  and click Widgets.  Hover over the widget you'd like to add Live Chat to and click Edit. (For multilingual widgets): Click the language next to Settings for and select a language.Make sure Contact Options appear under Component Settings. If needed, click + Add Component and select Contact Options.  (Optional) Click the Limit contact accessibility toggle  to hide your contact options unless a customer marks an article in your Widget as "not helpful." Click the Live Chat toggle  to enable Live Chat in your Widget. Click Manage next to Live Chat.Customize the Chat Header.Customize the Chat Options.Set your Live Chat Availability business hours.Scroll up and click Save next to Live Chat Settings.Learn how to:Add a contact widget to your Help CenterEmbed a contact widget on your non-Wix websiteEmbed a contact widget on your Wix site

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