Advanced ticket management
Last updated February 7, 2025
Overview
Atlas equips you with ticket features to handle complex support scenarios efficiently. These features are easily accessible and designed to streamline your workflow.
Quick access actions
At the top of each ticket, you'll find quick access to frequently used actions. Just click on the vertical ellipsis (three dots) and access:
- Change tags
- Adjust priority
- Assign team
- Link to external tasks (e.g., Linear, Jira)
- Add CC recipients
Advanced actions menu
Click the "..." menu to access a full list of advanced actions:
Ticket status changes
Close ticket
Resolve and close the conversation
Snooze ticket
Temporarily hide the ticket for a set duration
Mark as pending
Pause the ticket while waiting for a customer response
Assignment
Assign to agent
Choose a specific team member
Assign to team
Route to a group for collaborative handling
Priority management
Change Priority
Adjust urgency levels (e.g., No priority, Low, Normal, High, Urgent)
Tagging
Add Tag
Categorize tickets for easy filtering and reporting
External integrations
Link to Linear/Jira Issue
Connect tickets to development tasks
Create Linear/Jira Ticket
Generate new tasks in your project management tool
Ticket manipulation
Switch Customer
Reassign the ticket to a different customer
Merge tickets
Combine related conversations (note: this action is irreversible)
Mark as unread
Flag tickets for future attention
Collaboration
Start sidebar
Begin a private, parallel conversation about the ticket
Forward with sidebar
Start a sidebar that includes the ticket's history
Copy link
Share ticket URL internally
Documentation
Export ticket as PDF
Generate a downloadable record of the conversation
Ticket removal
You can delete a ticket to hide spam or irrelevant tickets (note: this action is reversible).
Sidebar conversations
Sidebars allow for internal discussions without involving the customer. To use sidebars, click "Start Sidebar" or "Forward with Sidebar". Add relevant team members, including viewers with limited permissions.
You can discuss the ticket privately and gather information before responding to the customer
Best practices
Here’s how you can make the best use of Atlas’s ticket management features:
- Use snooze for short-term follow-ups and pending for customer-dependent delays
- Leverage tags for consistent categorization across your support team
- Utilize sidebars to collaborate with specialists or viewers who can't directly interact with tickets
- Regularly review and clean up using the "Mark as Unread" feature
Frequently asked questions
Can I undo a ticket merge?
No, merging tickets is currently irreversible. Use this feature cautiously.
Are deleted tickets permanently removed?
No, deletion performs a soft delete. Tickets are hidden but can be recovered if needed.
Can viewers participate in sidebars?
Yes, sidebars allow you to involve team members with limited permissions in ticket discussions.
How do I prioritize tickets efficiently?
Use the quick-access priority setting at the top of the ticket, or the "Change Priority" option in the advanced menu.