Use case · Busy seasons
Stay on top of the queue on your busiest days.
Launches and holiday weeks bring more mail than usual. Queues by topic, urgent tickets first and saved answers keep the team moving, and the reports show when to add hands.
JWJonas Weber
The welcome code says expired at checkout.
A rule tagged it promo and assigned Orders
ARAna RuizMacro: Promo code
Hi Jonas, that code ended on Sunday. Here is this week's code instead, and sorry for the trouble at checkout.
Sent from your support address
Illustration of the helpdesk with a made-up store. Every name, order and number is invented.
Questions this covers
- “My discount code won't apply”
- “Will it arrive before the holiday?”
- “Can I change my order?”
- “Is this back in stock?”
How it works
From the customer's email to the answer
Three steps, each one a part of the helpdesk that works today.
- 1
A queue for each topic
Views split the inbox by tag, team or wait time, and each one shows how many tickets it holds.
Unassigned shippingShared with team OrdersStatus is openandAssignee is emptyandTags include shipping+ Add filtereq(ticket.status, "open") && isEmpty(ticket.assignee_user.id) && containsAll(ticket.tags.name, ["shipping"])
TicketSubjectWaiting#4182Where is order #1042?12m#4169Parcel shows delivered, isn't here2h#4158Tracking number not working5h - 2
Urgent tickets first
Triage bands put the tickets that need an answer first at the top of every queue.
Open tickets, by triage scoreBusiness hoursUrgent86Wrong item sent, need it by FridayVIP customerReply overdueWaiting 3h 10mHigh64Charged twice for order #1040Mentions charged twiceWaiting 1h 05mNormal38Swap a medium for a largeExchangeWaiting 20m - 3
Plan the next one
Reports show tickets by weekday and hour, so you know when to have more people on the queue.
Tickets created by hour
8:0010:0012:0014:0016:0018:0020:00MonTueWedThuFriSatSunFewerMore
The parts of the helpdesk doing the work
Views and teams
A queue for each team, with a count beside it. Learn more
Macros
Saved replies with the order number and tracking link filled in. Learn more
Rules
Tag and route new tickets before anyone opens them. Learn more
Reports
Volume and reply times by tag, team and hour. Learn more