Work on tickets
Find, answer, assign, merge and close tickets, and use saved replies and macros.
The ticket list
Tickets shows what needs doing. Choose a view such as All open, or filter by department, owner, status and priority. Search looks through tickets, customers and messages. Click Save view to keep a filter you use often.
Each row shows the time left on its SLA, the priority, the status and the owner. Tick several tickets to change them together.
Reply or add a note
Open a ticket and write in the box at the top.
- Reply goes to the customer, on the channel they used.
- Private note is only for your team. Type @ and a name to tell a teammate.
Saved replies fill in your usual answers with the customer's name. Article adds a link to a help article. The arrow beside Send offers Send later and Save as draft.
Details on the right
Change the status, owner, priority, department, tags and product. The times under the details show when the reply and the resolution are due.
More actions
Use More on a ticket to:
- Merge it with another ticket from the same customer
- Split a message into a new ticket
- Clone it
- link it to a parent ticket when many customers report one problem
- mark it as spam, or delete it
Plans differ in which of these they include.
Time, tasks and approvals
The tabs under the reply box hold the conversation, the history, the Time spent, Tasks and Approvals. Billable time can go straight on an invoice. See Work with the rest of your business.
Macros
A macro does several things with one click, for example setting the status, adding a tag and sending a saved reply. Create them in Settings > Macros.