Views and teams
Give every team its own queue.
Views
Views are saved filters over your tickets. Teams group the agents who answer them. Between them they decide who sees which tickets, and in what order.
- Unassigned
- Mine
- Returns team
- Waiting over a day
- VIP
Why it matters
Everyone knows their queue
One shared list nobody owns
A queue for each team
Views filter by tag, team, channel, ticket fields and dates.
Old tickets slipping out of sight
The longest waits on top
Sort a view by when the customer last wrote.
Filters only one person understands
Filters anyone can read
Each is stored as a short expression, the same language rules use.
Hand tickets to a team, then to a person
A team is a group of agents with a shared queue. Assign a ticket to the team and anyone on it can take it; assign it to a person when someone owns it.
Rules can assign teams as tickets arrive, so returns reach the returns team and wholesale enquiries reach whoever handles wholesale.
Assign by rule
Tickets tagged damaged or refund go to Returns; everything about an order goes to Orders.
Filters you can read
Build a view from filters on status, assignee, team, tags, channel, ticket fields and dates. The helpdesk stores each one as a short expression, the same language rules use for their conditions.
A filter the helpdesk cannot run is refused with a message saying why, never silently dropped.
// Open tickets nobody has picked up
eq(ticket.status, "open") && isEmpty(ticket.assignee_user.id)
// Returns and exchanges
containsAny(ticket.tags.name, ["returns", "exchange"])
// Customers waiting more than a day for an answer
eq(ticket.status, "open")
&& gtTimedelta(ticket.last_received_message_datetime, "1d")A sidebar laid out the way your team works
Group views into sections such as My work, Orders team and Returns team, and share each one with the people who need it. Each view shows how many tickets it holds.
My work
- Mine4
- Snoozed by me2
Orders team
- Unassigned shipping3
- Address changes2
- Waiting over a day1
Returns team
- New returns5
- Refund approved2
Everyone knows what to pick up next
Queues by topic
Returns, exchanges, wholesale, pre-sale: one view each, filled by the tags your rules and macros add.
Nothing waits unseen
A view of open tickets with no assignee, sorted by the oldest customer message, shows who has waited longest.
Private or shared
Keep a view for yourself or share it with a team, and it appears in their sidebar.
Sorted the way you choose
Order a view by when the customer last wrote, when the ticket was created or when it was last updated.
Questions
Give each team its own queue
Book a 45-minute call, or bring your history over from Gorgias with the import.
A week in support
Questions it answers
Each card opens the part of the helpdesk that handles it.
Which customers have been waiting longest with nobody on their ticket?
A view of open, unassigned tickets sorted by the oldest customer message, shared with the team that should pick them up.
ViewsSee howCan returns go straight to the returns team?
A rule reads each new ticket, tags it by what the customer wrote, and assigns it to a team before anyone opens it.
RulesSee howHow do two agents avoid answering the same email?
The ticket shows who else has it open, and an agent assigns it to themselves before replying.
Shared inboxSee howHow long did customers wait for a first reply last week?
Median first reply and resolution times by day, agent, team, tag and channel, with the tickets behind each number.
ReportsSee howWhat did this customer order, and has it shipped?
Their earlier tickets and their Shopify orders sit beside the conversation, and a refund or replacement starts from the ticket with a check before it runs.
Customer sidebarSee how