Ticket types are the foundation of Chatformss AI player support platform. They categorize the different inquiries and issues your players might have when reaching out to support. The more specific and well-defined your ticket types are, the higher your automation rate will be. This document provides a quickstart guide to understanding and managing ticket types in Chatform.

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What are Ticket Types?

Ticket types are essentially intents that categorize player inquiries based on their nature and content. They help you define handling instructions for each type of support inquiriy that players may reach out to support for, this enables Chatform’s AI to automatically route tickets to the appropriate ticket types and handle the support ticket accordingly.

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Creating a new Ticket Type:

Think Specific, Not Broad

When creating a new ticket type handling instructions. It is recommended to fragment ticket types and not combine all similar types in to one ticket type. instead of generic categories like “Deposit Issues”, create laser-focused ticket types like:

  • “I made a deposit but don’t see the money in my account”
  • “My deposit is pending for a long time.”
  • “I’m having trouble making a deposit using [payment method].”

This granular approach allows Chatform to more accurately identify a players intent. Ensuring the AI provides the most relevant response and resolutions. It also ensures that the correct actions are being triggered as part of the specific ticket handling instructions.

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Where to Find & Manage Ticket Types

Navigate to your Workspace page to access the complete list of your defined ticket types. The Ticket Type Library, discussed in the next section, offers pre-built templates and best practices to get you started quickly.

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Ticket Types insights and grouping

Your Insights page provides valuable data on conversation volume grouped by ticket type. This allows you to identify common player pain points and focus on creating new ticket type handling instructions related to frequently occurring issues.

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Chatform recommends missing Ticket Types

Using advanced LLM techniques. Chatform analyzes conversations where no matching ticket type instructions were found and recommends new ticket types to improve your automation rates.

By thoughtfully crafting your ticket type structure, you empower Chatform to deliver better player support automation rates player support.