Your help centre has a My requests page. Customers see their own tickets there: each one’s reference, title, state, last update and promise. They can open one, read every public message about it from every channel, and reply.
How customers sign in
- The customer chooses My requests and enters their email or phone number.
- A code is sent to that address, if it’s already on their contact. A code never goes to an address that’s typed in for the first time.
- They enter the code and see their requests.
Codes expire after 10 minutes, and each one allows 5 tries. A contact can get at most 3 codes an hour and 10 a day. A sign-in lasts 30 days.
Sensitive requests need more
For a ticket type marked Sensitive (every Complaint by default), a code alone shows only the reference, state, dates and promise. Its messages and fields open only when the customer is verified, in one of these ways:
- They’re signed in on your own website or app, which tells Texa Desk who they are.
- Your own verification step runs, such as their account’s last four digits and date of birth, through Texa AI and your connected systems.
- On a call: a person in your team confirms who they are. On the conversation, choose Confirm it’s them. Their requests open for 30 minutes.
If a phone number is shared, such as a family phone or a shop line, a code shows the requests without names, and only the ways above open more.
New request
New request lets a customer choose a request type, fill in its fields and attach files. It becomes a ticket straight away, and they get the reference.
Track a request
A customer who doesn’t want to sign in can enter their reference and the code sent to the email or phone on their contact, to see where it stands.
Inside your own app
Your developers can show the same “My requests” in your own app through the Texa API, so a customer sees their complaints without leaving it. See The Texa API.
Records
Every sign-in, refused sign-in and opening of a sensitive request is in your audit log.