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KnowledgeBase
Customer & Support
Turn customer emails and chats into tickets, reply, assign and resolve them, and set up mailboxes, the chat widget and permissions.
Reply to Customers from a Ticket: Reply, Reply All, Forward & Schedule Emails (Step-by-Step)
Answer customers by email without leaving the ticket. Learn when to use Reply, Reply all and Forward, how to add Cc and Bcc, format and attach files, and how to schedule an email to go out later.
Internal Notes & @Mentions: Talk to Your Team Privately on a Ticket (Step-by-Step)
Leave private notes on a ticket that customers never see, @mention a teammate to pull them in, and find every note that mentions you on the Mentions page.
Assign, Prioritise, Tag & Change Ticket Status: Organise and Resolve Support Tickets (Step-by-Step)
Keep every ticket organised: assign it to a teammate and team, set its priority, add tags, move it through Open, Pending and In Progress, then resolve, reopen or close it — and choose whether the customer is told.
Turn Chats into Tickets: Raise a Support Ticket from a Live Chat or a Single Message (Step-by-Step)
When a live chat needs follow-up, raise a ticket straight from the conversation — or from one message — with the chat history attached, the customer linked, and an owner, status and priority set.
Live Agent Handover from the AI Agent: Accept, Take Over and Hand Back Chats (Step-by-Step)
When a customer chatting with your AI agent asks for a person, your team is alerted. Learn how to spot the request, accept the chat, reply, take over from the AI at any time, hand the chat back, and pick up requests nobody answered.
Manage Tickets in the CRM: Filter Tickets, Use the Kanban Board & Read the Timeline (Step-by-Step)
Work with all your tickets in Sales → Tickets: switch views, choose columns, filter by any field, move tickets across a Kanban board by status, use the Grid view, and read each ticket’s Timeline to see exactly what changed and when.
Import & Export Tickets: Bulk-Import from CSV or Excel, Import Notes and Export Your Tickets (Step-by-Step)
Bring tickets into AiEngage CRM from a CSV or Excel file with a three-step import wizard, check each import’s results, attach notes in bulk, and export your tickets to Excel or CSV for reporting or backup.
Customise Ticket Fields, Categories & Statuses: Tailor Your Support Tickets in the Field Builder (Step-by-Step)
Make tickets fit the way your team works: rename and reorder ticket statuses, add your own categories and priorities, choose colours and defaults, add custom ticket fields, and set up the ticket number format — all in the field builder.
Ticket Permissions: Control Who Can See, Edit and Reply to Support Tickets (Step-by-Step)
Decide which support tickets each agent can see, create, edit, delete, export and import with profiles; control who can see, reply to and close chats; and share a team’s tickets with another team using sharing rules.
Support Reporting: Track Ticket Volume, Backlog & Resolution with Ticket Reports (Step-by-Step)
Build ticket reports in the Report Builder: count tickets by status, priority, channel and agent, filter by created or closed date, see how many tickets your team resolves, then save, share and export the report. Plus Inbox Reporting for chats.
