Inbox and tickets
Views, the ticket list, replying, notes, assigning, snoozing, closing and search.
- The inbox: views, the ticket list and the ticket panelWhat each part of the inbox shows, what the built-in views contain, how the ticket list sorts and refreshes, and the two list layouts.
- Work a ticket from first read to closeReading the conversation and its events, the four ways to answer, Cc and attachments, sending, closing and reopening, and the spam, trash, print and link actions.
- Start a new ticketWrite to a customer first, log a phone call or open a ticket for your team only, and pick up a ticket you started but did not send.
- Assign tickets to agents and teamsGive a ticket an owner and a team, take one yourself, hand it back, assign many at once, and what assigns tickets without anyone choosing.
- Priority and urgencyPartly availableThe priority you set on a ticket, the urgency score the helpdesk works out for every open ticket, and the reasons behind each score.
- Internal notes and mentionsLeave a note on a ticket that only your team can read, mention a teammate so they are told, and where else notes come from.
- Snooze a ticketSet a ticket aside until a time you choose, what brings it back early, where snoozed tickets are listed, and how to wake one up.
- Merge two ticketsFold a duplicate ticket into another one from the same customer, which ticket survives, what moves across and which tickets cannot be merged.
- Act on many tickets at onceSelect tickets in a view and close, reopen, assign, tag, apply a macro, change priority, mark read, mark as spam or trash them together.
- Keyboard shortcutsEvery key the helpdesk responds to, for moving through views, working a ticket and sending replies without the mouse.
- Search tickets and customersFind any ticket or customer from anywhere in the helpdesk, how words are matched, and advanced search with filters.
- Translate a conversationNot availableTranslating messages and replies is not built yet. What the helpdesk records about a customer's language, and how to answer in other languages today.
- See a customer's history from a ticketThe customer's other tickets, their timeline, their orders and what your team already promised them, all from the panel beside a ticket.
- NotificationsThe bell, the emails you can get about tickets and mentions, the daily summary of open tickets, and what admins set for new agents.
- Your status and availabilitySet yourself available, away or offline, step away for lunch or a meeting, and what your status changes in the helpdesk.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.