Atlas

Atlas Help Center

New Ticket

The Atlas inbox displays tickets in rows, each containing essential information. Starting from the left, you'll see the customer's name or a randomly generated name for unidentified visitors. A "V" tag appears next to unidentified visitors' names.

Next is the priority field, which ranges from no priority to urgent. You can set the priority by pressing "P" or clicking the icon. The channel icon follows, representing the communication method used (e.g., chat, SMS, email).

The status field shows whether the ticket is open, closed, pending, or snoozed. An SLA timer may appear next, indicating the ticket's urgency based on your SLA policies. The timer can be gray, yellow, or red, with red signifying an overdue ticket.

You'll then see the ticket number and subject, followed by a preview of the last message. Scrolling right reveals tags applied to the ticket, which can be grouped and color-coded based on tag categories.

If the ticket is linked to a project management task, you'll see a chip displaying task information. The assignee field shows which agent is responsible for the ticket. Finally, a ticket actions menu provides access to additional options.

: "My tickets" shows tickets assigned to the current agent, "Unassigned" displays tickets without an assigned agent, and "All tickets" includes all open tickets in the system.

Special-purpose inboxes include "Failed messages" for messages that couldn't be sent, "Pending" for tickets awaiting action, "Snoozed" for temporarily set aside tickets, and "Archived" for closed tickets.

You can create custom inboxes to suit your workflow. If you have many inboxes, you can scroll horizontally or click the three dots to see a full list.

. You can adjust which fields are visible in each ticket row, including custom fields. There's also an option to switch to a vertical inbox layout for a different perspective.

Additionally, you can enable a conversation preview feature. This allows you to hover over tickets and see all messages in the conversation without opening the ticket fully.

Learn about the key components and features of the Atlas inbox.

Inbox

Learn how to effectively manage tickets using various features in Atlas.

 This indicates an unresolved issue that needs attention.


 You're awaiting a customer response before closing the ticket.


 You're waiting for a team action before closing the loop with the customer. Often used for bug reports or feature requests.

You can change the status by clicking on the status field in the ticket row.

Priorities help you manage ticket urgency. You can set priorities manually by clicking the priority icon or pressing 'P', or automatically using routing rules. The priorities are:

No priority: No deadline, can be solved anytime.
Low: Aim to solve within a month.
Medium: Solve within the next 1-2 weeks.
High: Solve within the next week.
Urgent: Solve today.

These are most useful for larger-scale tickets rather than quick, one-off questions.

Access tags by clicking on a tag, pressing 'T', or clicking the three dots and typing 'tag'. Tags can belong to groups, which have associated colors for easy visual categorization. Common tag categories for SaaS companies include feature requests, bugs, product knowledge, manual tasks, and other.

To create a new tag on the fly, start typing in the tag field and select 'Create New'. It's a good practice to review 'other' tagged tickets monthly to update your tagging system as needed.

Project management issues appear in the ticket row, in the right-hand menu. Scrolling down shows details like the ID, title, status, priority, assignee, and description from your project management system (e.g., Linear or Jira).

To create a new issue, click 'Add Linear issue' or use the hotkey Shift-L for Linear (Shift-J for Jira). You can fill out properties, select a template, or link to an existing ticket. By default, the description includes the first message in the ticket for context.

The assignee field shows who is responsible for the ticket. If unassigned, it appears blank or shows a silhouette when hovering. To assign a ticket, click the field and start typing the name of the team member.

Ticket management

Tickets are how you keep track of customer issues in Atlas. This guide shows you how to make them, what to put in them, and some handy tricks to use along the way.

Click the "Compose" button at the bottom of the inbox view. This action will open the new ticket menu.

Click the "Create ticket" button in the customer's profile card. This method pre-selects the customer and the most recent communication channel used.

Choose the communication channel you'll use to interact with the customer.

Select the customer for whom you're creating the ticket.

Compose the initial message or query for the ticket.

Set the initial status of the ticket, typically "Open".

Select a team member to handle the ticket.

Instead of sending a message to the customer, you can start with an internal note by clicking "Show note" and filling in the field.

Add relevant tags to categorize the ticket.

Add a subject to summarize the ticket's purpose.

Use various formatting options in the composer to structure your message effectively.

Access additional tools to enhance your response:

Depending on the selected communication channel, you may see warnings or additional information specific to that channel. These can help ensure your message is appropriate and deliverable through the chosen medium.

Get the lowdown on making tickets for your customers.

Creating tickets

Atlas offers two powerful search options: quick search for immediate results and advanced search for detailed queries. This guide will help you navigate both to find exactly what you need, when you need it.

You can access quick search by pressing Command+K on Mac or Control+K on Windows.

This opens the command palette, a versatile tool for finding information fast. With quick search, you can look for customers by name or find tickets by their subject or content. The results will show you a list of matching customers and their related tickets.

This feature is perfect for quick actions or when you need to locate specific customers or tickets without delving into detailed search parameters.

When you need more detailed search capabilities, turn to the advanced search feature. You can access it by clicking the magnifying glass icon on top-right or by pressing the forward slash key. Advanced search allows you to create specific filters to find exactly what you're looking for.

To build a search filter, you'll need to specify four elements: the object type (such as Ticket or Customer), the field name (like Customer or Status), an operator (such as 'is' or 'contains'), and a value (like "John O'Brien" or "Open"). For example, you might create a filter that looks like this: Ticket.Customer is "John O'Brien".

After entering a filter, press Enter twice – once to complete the filter, and again to run the search. You can add more filters by simply starting to type a new one after completing the previous filter.

When you have multiple filters, you can choose how to combine them. Use the dropdown on the right side of the search bar to select either "Matches all filters" for an AND operation or "Matches any filters" for an OR operation.

Advanced search also allows you to switch between different object types. You can search for tickets, customers, sessions, events, or accounts by switching between tabs in the search interface.

If you find yourself frequently using the same search parameters, you can save them as a 

. After running a search, click "Create inbox", give it a name, and specify who can view it. This saves your search for easy access later.

To make the most of Atlas's search capabilities, try to be specific with your search terms and use filters to narrow down results. Don't be afraid to experiment with different object types and fields. The more you use the search function, the more efficient you'll become at finding the exact information you need.

Learn how to find information quickly and efficiently in Atlas.

Search

Hotkeys in Atlas allow you to perform actions quickly without using your mouse, significantly improving efficiency, especially for power users handling high volumes of customer interactions.

To view a complete list of hotkeys, either:

Click the “?” next to your name initials in the right-hand top menu. Then click on"Show hotkeys".

For actions you can't remember the hotkey for, use the command palette by pressing Command + K (or Ctrl + K on Windows) and type the action name.

Set priority: Press P, then type and enter

Change status: O (open), Shift + H (pending), H (snoozed), C (close)

When snoozing, type duration like "2 hours" or "3 days" or a specific date and time

Navigate between options: Up and down arrows

Send message: Command + Enter (or Ctrl + Enter on Windows)

Return to inbox: Escape (when not in composer)

All navigation hotkeys start with G (for "go"), followed by another letter:

Most formatting hotkeys in the composer are standard, such as:

Bold: Command + B (or Ctrl + B on Windows)

Italic: Command + I (or Ctrl + I on Windows)

Hover over formatting options to see their specific hotkeys.

Here's a comprehensive list of hotkeys available in Atlas:

Status: Close (C) / Snooze (H) / Pending (Shift + H)

Switch to internal notes or replies: Ctrl + I (Mac) or Ctrl + Shift + I (Windows)

Learn how to use hotkeys to improve efficiency and speed in Atlas.

Hotkeys

A session recording is a detailed replay of everything a user (customer or visitor) does on your site or app. It's like watching a video of the user's screen, showing exactly what they saw and did.

You can see session recordings for any customer who has used your app in their customer timeline.

This shows all sessions for any user on your app. Just click on the hamburger menu on top-left and select “session recordings”. Use the hotkey 'GS' to quickly access this list.

You can see details about the user's location, device, and browser.

The timeline shows page changes, new chats, and any issues that came up during the session.

You can speed up playback, skip inactive periods, and switch between relative time and time of day views.

See every action the user took, including clicks, typing, and window resizing.

View all network calls made during the session, helpful for debugging communication with your backend.

Check the JavaScript console output from the user's session.

If you're sending custom events, they'll show up here.

Any errors logged by Sentry during the session will be visible here.

In the session recording list, you can see:

You can narrow down the list using search filters. Filter by time frame, user, pages visited, device type, operating system, browser, or whether the session includes bugs or conversations.

Whether for compliance or team preferences, disable recordings entirely or restrict them by domain. To enable or disable, go to 

“App Configuration > Session Recording”

. Enable or disable session recordings for the entire app or for some exceptions.

Get to know how session recordings work and what they can show you.

Session recordings

The Info Pane is a contextual information panel located on the right-hand side of various Atlas pages, including the Inbox, Customer Timeline, Search, Customers List, Accounts List, and Session pages. It provides relevant details based on what you're currently viewing.

The top section of the Info Pane includes the customer's profile picture (if available), name, email, and phone number.

A chip indicates whether the contact is a visitor or an identified customer.

If the customer is associated with a company or account, this information is displayed.

The contact card provides buttons to view Customer Profile, Create Ticket, View Session Recordings, and Initiate Call.

A menu offers options to edit customer properties, unlink or link to an account.

This card displays status, assignee, priority, tags, team, and time open.

SLA (if rules are set up), team (if enabled), and custom fields may appear here.

Clicking "Show all ticket information" reveals less frequently used or custom properties.

This section shows the customer's name, email, phone number, and ID.

Average ticket frequency and time to solve are displayed here.

Extra phone numbers or emails, if available, are listed.

This includes number of sessions, session length, and any custom fields you've set up.

If the customer is associated with an account, this card shows the account name, ID, number of customers, tickets, and sessions.

The account's website and Customer Satisfaction score are displayed.

Clicking "Show all account information" reveals extra account-related details.

The Info Pane's content can be customized based on your specific settings, allowing you to display the most relevant information for your support workflow. Clicking on the account name takes you to the account page, where you can see all associated customers and tickets.

Learn about the Info Pane and its components in Atlas.

Learn the basics