Managing Tickets

Last updated March 6, 2024

You can set ticket priority from either the inbox or from ticket inside the customer timeline. Three ways to do it:

You can assign a ticket to an agent from the Inbox or from the ticket inside the customer’s timeline. Here are the various way you can do so:

Hotkey “A”
Using the Assign Agent icon on the info pane. The icon only appears when you hover over the ticket

You can tag a ticket from the Inbox or from the ticket inside the customer’s timeline. Here are the various way you can do so:

You can close a ticket from the Inbox or from the ticket inside the customer’s timeline. Here are the various way you can do so:

You can snooze a ticket from the Inbox or from the ticket inside the customer’s timeline. Here are the various way you can do so:

note: if a customer responds to a ticket, it will automatically unsnooze

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