In this article, we will cover everything you need to know to be a "pro" at handling support tickets!
Adjust your support tickets to your requirements by personalizing customer profiles, reviewing order histories, linking tickets to their respective orders, and assigning them to the appropriate agent or tagging them as necessary
Let's begin!
Create a new ticket by clicking on the Pencil Icon next to "Inbox"
You can fill the email ticket with all the necessary information: Name of recipient, Email, Subject, and Body, and include attachments, templates, and emojis of your choice🙂
From your Inbox navigate to the relevant folder using the left-hand menu. Once there, open the ticket, and you'll find the menu Icon (...) In the top-right corner ↘️
On top of the menu, you will see the ticket number. When you move the cursor to the ticket number, a small clip icon will appear. Click on the icon and you can conveniently copy the ticket link to share it with your colleagues:
Open, Snooze, and Close Tickets
Open, Snooze, and Close Tickets
You can move the ticket to different states: Open, Snooze, and Close
When awaiting for additional assistance or actions, such as from the courier or another department, or awaiting confirmation from the client, you have the option to snooze your assigned tickets. This allows you to set it aside for later review by checking your snoozed tickets.
→When receiving a reply from the ticket recipient, the ticket will automatically reopen, and you'll receive a notification.
→Once the case is solved, you can mark the ticket as "Closed" and it will go to your closed folder.
Additional Actions
Additional Actions
Add Tag allows you to add all relevant tags to the ticket. A new window pops up with the list of all tags you have created. Select as many as you need to and hit Save.
You will see the assigned tags at the bottom of the actions menu (top right)
Follow a ticket if you wish to stay informed about updates, progress, and resolutions of the issue. Tickets you follow are displayed in the folder at the left hand menu.
Match Order enables you to link the relevant order to the corresponding ticket. Simply click on the three dots (...) → 'Match Order' to associate your ticket with an existing order."
→To apply these actions to multiple tickets at once, navigate to a specific folder, select all the tickets you wish to modify, and a menu will appear allowing you to choose how you'd like to sort the tickets:
Leave internal notes📝
Create internal notes with additional information and details by clicking on the note icon within your ticket.
A new window will appear, enabling you to compose internal notes and tag other agents by typing @ followed by their name. This ensures they receive notifications about ticket updates:
Mentions will be visible in the same folder as followers in your Inbox:
These notes are only visible to you and your colleagues who are logged in. Customers do not have access to these internal notes.
Assign the ticket to an Agent
Assign the ticket to yourself or another agent. Click on "Assign to agent" on the top right corner of the ticket view.
How to view the customer information?
On the right hand of the ticket, you will see a menu bar showing you all the information you need about the customer's account and orders.
This icon will show you the customer information: Their total orders, contact information, and address.
The shopping bag icon shows you the full order history of the customer
This icon shows you the ticket actions, allowing the review of when or by whom the ticket was created, updated, etc
This icon is for the ticket history with the customer, so you can conveniently navigate to older tickets for better understanding.