Atlas

Atlas Help Center

New Ticket

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

Hover over the priority icon right next to the name and change the priority

Use the ticket actions menu to change priority

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:

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:

Set the time when you would like the ticket to move back into your inbox

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

Managing Tickets

Most support tickets are inbound from your customers. Occasionally, however, you need to be able to start a ticket from your side. With the composer, you can create a new ticket for a customer directly from the inbox (click on the Compose button at the bottom of the screen or press 

Here are a few ways how can open a close ticket:

Click on the ticket actions kebab menu and click on “Re-open ticket”

Creating Tickets

Info pane as a fundamental component in Atlas to give you quick access to relevant contextual information when you’re talking to customers. Within the info pane you can see:

Name & image of the user who raised the ticket

In that same spirit, we wanted to give you the ability to customize the ordering of the blocks shown in the info pane. To change the order, go to 

Info Pane

Within Atlas you can do almost all the actions within the app using Hotkeys.

Hotkeys

Session Recordings are a core part of the Atlas experience. You can view the session recordings within the customer timeline itself. You will see a header called ‘Session Recordings’ that contains the files.

If you click on this to view, you will see a player open that contains a clear video that shows all your customer’s actions

If your customer is sitting idle on the page, the player will speed up these segments

You can share the link to a session recording with any of your team members

In the Info Pane of Session Recordings, you will see:

DOM Events that showcase each step in a granular level (Visiting, Typing, Clicking)

Console (super useful while debugging, this will tell you whats happening in the Job Descript Console of the browser)

You can also view all sessions recorded on the platform through the hamburger icon and click on ‘Session Recordings’ or through the hotkey command: view sessions (G+S) (S = "sessions")

You can also filter through sessions according to date/location/device and more

Learn the basics