Atlas

Atlas Help Center

New Ticket

Atlas equips you with ticket features to handle complex support scenarios efficiently. These features are easily accessible and designed to streamline your workflow.

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:

Link to external tasks (e.g., Linear, Jira)

Click the "..." menu to access a full list of advanced actions:

Temporarily hide the ticket for a set duration

Pause the ticket while waiting for a customer response

Route to a group for collaborative handling

Adjust urgency levels (e.g., No priority, Low, Normal, High, Urgent)

Categorize tickets for easy filtering and reporting

Generate new tasks in your project management tool

Reassign the ticket to a different customer

Combine related conversations (note: this action is irreversible)

Begin a private, parallel conversation about the ticket

Start a sidebar that includes the ticket's history

Generate a downloadable record of the conversation

You can delete a ticket to hide spam or irrelevant tickets (note: this action is reversible).

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

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

No, merging tickets is currently irreversible. Use this feature cautiously.

No, deletion performs a soft delete. Tickets are hidden but can be recovered if needed.

Yes, sidebars allow you to involve team members with limited permissions in ticket discussions.

Use the quick-access priority setting at the top of the ticket, or the "Change Priority" option in the advanced menu.

Master powerful ticket handling features for efficient customer support.

Advanced ticket management

Custom inboxes allow you to group tickets based on specific criteria, separate from the default "all tickets" view. For example, you might want to create separate inboxes for chat tickets and SMS tickets.

To create a custom inbox, go to your inbox and click on “Add inbox”. Set your desired filters (e.g., status, channel). Select which agents can access this inbox, and save your new inbox

Once saved, your new inbox will appear in the list of available inboxes.

When creating a custom inbox, you have various filtering options:

Filters can be combined using AND/OR logic. For example, you can create an inbox for tickets that are either shared OR closed.

To manage your custom inboxes, you can use the following options.

Search: Use the search function to find specific custom inboxes

Edit: Modify filters or access permissions for existing inboxes

Unsubscribe: Remove an inbox from your view

Download: Export all tickets in an inbox (sent via email)

Remember: A group of tickets is called an inbox, while a group of customers is called a customer segment. They're created similarly but serve different purposes.

Your custom inboxes will inherit the view settings from your main inbox. Any configurations you've made to your inbox view will apply to your custom inboxes as well.

With custom inboxes, you can streamline your workflow and focus on the tickets that matter most to you. Happy organizing!

Organize your tickets like a pro with custom inboxes.

Custom inboxes

The channel-specific composer in Atlas helps you create messages for different communication channels. It changes based on the channel you choose, giving you the right tools for each type of message.

To start, pick the channel you want to use. You can only choose channels that are set up for the user. For example, if a user doesn't have an email address, you can't select email as a channel.

WhatsApp often needs you to use pre-approved message templates. The composer will show you which templates you can use.

When writing an email, you can format your text, add images, and attach files.

SMS messages are usually short. The composer will help you keep your message brief.

No matter which channel you pick, you can:

Add personal info like the customer's name

You can make text bold, italic, or underlined. You can also add links. Remember, some channels might not show all these formats.

For some channels, you can add pictures and videos to your messages. This can help explain things better to customers.

WhatsApp: Your business needs to be approved before you can use it.
Email: The user must have an email address in their profile.

Make sure you have permission to use a channel before you try to send messages.

If you can't use a channel or see error messages, check that the user's contact info is correct. For WhatsApp, make sure your business is properly registered.

By using the channel-specific composer, you can create messages that work well for each type of communication channel.

Create custom messages for different communication channels.

Channel-specific composer

Delivery statuses help you track the progress of your messages across different channels. This guide explains what each status means and how to interpret them.

When you send a message through Atlas, you'll see a delivery status indicator for each message. These statuses vary depending on the communication channel used (email, SMS, WhatsApp, etc.) and provide insight into whether your message has been successfully delivered or if there are any issues.

The message has been successfully sent from Atlas to the delivery service.

The message has reached the recipient's device or inbox. However, this doesn't guarantee that the recipient has seen or read the message.

For channels that support read receipts (like WhatsApp), this status indicates that the recipient has opened and viewed the message.

The message couldn't be delivered. This could be due to various reasons such as an invalid email address or phone number.

WhatsApp has some unique requirements and statuses. For certain types of messages, you must use a pre-approved template. Additionally, to send WhatsApp messages, your business needs to be registered and approved through A2P10DLC registration.

Bounced status indicates the email couldn't be delivered to the recipient's inbox. Spam status means the email was marked as spam by the recipient's email service.

Queued status shows the message is waiting to be sent by the SMS provider. Undelivered status means the SMS couldn't be delivered to the recipient's phone.

If you see a "Failed" status or encounter delivery problems, first check that the recipient's contact information is correct. Ensure you have the necessary permissions for the channel, especially for WhatsApp. For template-required messages, make sure you're using an approved template. If issues persist, check the specific error message and consult our troubleshooting guide or contact support.

To check the status of a sent message, open the conversation in Atlas. Look for the status indicator below each message. You can hover over the status icon for more detailed information.

Remember, delivery statuses can change over time, so it's a good idea to check back if you're unsure about a message's delivery.

Delivery statuses

The info pane in Atlas is a powerful tool that displays important information about your tickets, customers, and accounts. You can customize this pane to show the details that matter most to your team.

When you're looking at a ticket, the info pane appears on the right side of your screen. It's split into different sections, or "panes," each showing different types of information:

Each of these panes contains "cards" with specific details.

App configuration > Ticket Management > Info pane

. Here, you can adjust what information appears and in what order.

You can change the order of the main panes (Ticket, Customer, and Account) by dragging and dropping them. This lets you put the most important information at the top.

If you need to show special information, you can create custom panes. For example, if you run an e-commerce business, you might want a pane that shows recent order dates.

Within each pane, you can add, remove, or reorder cards. Each card shows a specific piece of information.

You can decide which cards always show up by adjusting their "information rank." Cards with higher ranks will appear even when the pane is collapsed.

Just like with panes, you can drag and drop cards to change their order. Put the most important info at the top so agents can see it quickly.

If you've set up custom fields for tickets, customers, or accounts, you can add these to your info pane too. This is great for showing information that's specific to your business.

Customizing your info pane helps your support team work faster and smarter. By showing the right information in the right order, agents can quickly understand each ticket's context without having to search for details.

For example, an e-commerce company might prioritize showing recent orders, while a software company might want to highlight the customer's subscription plan.

After you've made your changes, don't forget to save them. Your new info pane layout will be applied to all agents' views.

Remember, it's a good idea to let your team know when you make significant changes to the info pane. This helps them adapt quickly and make the most of the new layout.

Tailor your ticket view for efficient support.

Advanced Ticket Management

Advanced ticket management

Custom inboxes

Channel-specific composer

Delivery statuses

Info Pane