Manager Portal

As a Team Manager and Admin, you could make use of an easy overview of all the tickets in your Inbox. Manager Portal is a feature offering just that. Read on to find out what the view consists of and how to filter out information of most use to you.

The feature is currently in Beta. Feel free to reach out to MessageBird's Support if you would like to enable it in your Inbox and give it a go.

Before getting started

You will need:

Manager Portal View

The Manager Portal, once enabled, can be accessed in the left sidebar of Inbox:

You are able to view all the tickets or filter them out further by:

  • Created date

  • The agent assigned to the ticket

    • If used, this filter will show:

      • All tickets assigned by the chosen agent

      • All tickets resolved by the chosen agent

      • All tickets enqueued for the chosen agent (tickets the agent sees in their queue)

  • The queue for the ticket

  • Ticket status (Enqueued, Assigned, Completed)

  • The platform of the ticket (WhatsApp, Email, etc.)

The view itself is sorted by created date, in descending order and it shows:

  • Date of ticket creation

  • The platform of the ticket

  • The agent assigned to the ticket

  • Sub status of the ticket (Active, Pending, On Hold, Blocked, Resolved)

  • The queue for the ticket

  • Name of the contact/end-user

  • Last message sent in the ticket

    • For images, a placeholder stating image will be shown

    • For WhatsApp templates, a placeholder stating no content will be shown

    • For internal notes, the field will remain empty

  • Tags, if there are any assigned to the ticket

  • Link to open the ticket in a new window

  • Additional Actions of (only visible to Inbox Owner user):

    • Opening the Flow that has created the ticket in a new window

    • Opening the Logs of the Invocation that has created the ticket in a new window

    • Opening the Heatmap of the Invocation in Flow that has created the ticket in a new window

Coming soon

In the future releases, the Manager Portal will offer the option to perform bulk actions such as:

  • Bulk assigning tickets to queues

  • Bulk assigning tickets to specific agents

  • Bulk editing ticket tags

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