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Managing Ticket Properties
You might want to change a ticket’s status, re-categorize it, assign it to someone else in your team
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Bulk Actioning
Bulk action can be used to:
Assigning multiple tickets/emails to a single user
Closing multi
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Canned Responses
To save time and ensure consistency of responses,pre-formatted reply templates can be created. Thes
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Using dynamic placeholders in Canned Responses
Placeholders are a way to add dynamic content and personalise your automated emails.
To use this
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View Assigned Tickets
If you have tasks assigned to you, filter those tasks by adding the filter Agent - Me.
You can a
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Merging Tickets
When you received multiple emails about the same the same thing, or when a requester sends a new ema
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View Assigned Tickets
If you have tasks assigned to you, filter those tasks by adding the filter Agent - Me.
You can al
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Replying to Tickets
When a ticket gets assigned to you, one of the first things you would want to do is send a response.
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Editing Tickets
You can edit most of a ticket’s properties right from its detailed view.
To access options to
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Adding Private Notes for internal use
Often, you need to discuss a ticket or issue with other agents in your team, share progress internal