How to manage and process incoming tickets
When a client creates a ticket, it will appear in your group like this:
Clients can create tickets in two ways: by tagging the bot in their message (@googleadsdog_bot) or by using the /openticket command. Both methods generate tickets that arrive to you in the same format.
Each ticket shows the type of request, the details provided by the client, and action buttons. No client information is visible â you only see the request details.
When you start working on a ticket, click "In Progress" first. This lets the client know their request is being handled. When finished, click "Done".
Click this when you start working on the ticket. The client will be notified that their request is being processed. You can then click "Done" or "Error" when finished.
Click this when the request has been successfully completed. The client will receive a notification that their ticket is done.
Click this if you cannot complete the request due to an issue. You'll need to select or provide a reason.
When you click "Error", you'll see quick options to select:
You can also select "Custom reason..." to provide a specific explanation.
When you select "Custom reason...", you must REPLY to the bot's message with your error description. Swipe left on the message (or long-press and select "Reply") before typing your custom reason.
Client requests balance top-up. Format: Account Name - ID = Amount USD
Client requests new accounts. Format: Name - Timezone - Currency - Amount - MCC
Client requests account sharing to MCC. Format: Account - ID share on MCC XXXXXXXXX
Any other requests or issues not covered above.