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While inbox is necessary for every communication application, Atlas integrates many features to make customer support easier.

Switch your sidebar to "conversation preview" mode to quickly browse through conversations without jumping into the timeline view. This is especially useful when you don't want to leave the inbox for every ticket. You can switch between Conversation preview and Info pane by pressing space.

This shows when someone last sent an update over a conversation, helping you quickly glance at the latest status of tickets.

This helps you identify and prioritize customers who have been waiting for a response the longest.

You can add custom status options, like "bank account," to further refine your sorting capabilities.

Add or remove properties shown in the ticket information. You can see these properties changing in real-time as you make adjustments.

This feature is particularly useful for smaller screens or mobile views, ensuring the most important information is always visible regardless of device.

Remember, there are default inboxes and custom inboxes. To identify them, simply hover over different inboxes. You’ll see vertical ellipsis (three dots) over some of them; those are custom inboxes and the rest are default. We'll dive into custom inboxes in the next article.

To customize what you see in your inbox, go to 

App configuration > Ticket Management > Info pane

Choose which panes to display—you can choose between customer information, customer notes, account notes and account info.

These are called panes, and you can switch them on or off as needed.

For each pane, configure individual cards. Options include always show, don't show if populated, show if not populated and always hide.

Cards represent different pieces of information like subject or status. This flexibility helps agents tailor their view based on their workflow and the information sources available.

Fine-tune your inbox for maximum efficiency.

Inbox basics

Canned responses are also called response templates or snippets, but they all mean the same—pre-written replies you can use to handle common questions in seconds.

Let’s have a look at how to create and use them.

App configuration > Ticket Management > Canned Responses

. Give it a name, type in the response, and assign it to a group if needed.

These responses support rich text formatting, so you can make them as clear and engaging as any manual reply.

You can also create canned responses directly from tickets. Turn any sent message into a reusable template with a single click. Just hover to the 3 dots (vertical ellipsis) next to any agent’s response and select the option to convert it into a canned response.

To create a canned response group, simply go to the ‘Groups’ tab and click on ‘Add Group’.

Enter your group name—this could be your audience or some specific event.

Assign colors to groups for quick identification, helping agents find what they need instantly.

For example, during a product launch, you might group responses about product details and return policies in one color-coded group so agents can reply even faster.

To use a canned response, click the chat bubble icon in the composer’s bottom left, or simply type 

 in the message box. Scroll to find the right response and insert it instantly.

Whether it’s a high-volume day or you’re short on time, canned responses let your team handle repetitive questions efficiently, so they can focus on customers who need more help.

Priorities can change with new customer insights. Naturally, your messages should change too.

To edit your existing canned responses, simply click on the vertical ellipsis (or three dots) next to the canned response.

Next, click on edit. After making your changes, update your canned response. And, that’s it!

You can view all your current and past templates on the canned responses page. You can also filter through them for quick navigation.

Quickly respond to customers with saved  replies that keep your messaging fast and consistent.

Canned responses

Tags help agents quickly understand what a ticket is about and help you categorize tickets for reporting and automation.

Route tickets to the right agents based on skills

Analyze similar tickets on similar topics

There are two ways to add tags to the ticket. Either press 

 on your keyboard while viewing a ticket, or click on 'Ticket Actions' and select “Add Tag”.

You can then search for the tag you want to add or scroll through the list.

Tag groups help organize your tags, especially if you have many. Issue type and product are both tag groups which help you segment a ticket on multiple tags. For example, you might have groups with tags like:

Each group can have a unique color, making it easy to identify the category at a glance.

*App Configuration > Ticket Management > Tags

”*. Here you can create new tags or tag groups.

Tags can help streamline your workflow. For example, a 'double payment' tag under the 'Payment Issues' group instantly tells an agent:

They may need to contact the payments team

If a tag is no longer needed, you can archive it. This keeps your tag list clean without losing historical data.

Yes, you can add as many relevant tags as needed.

Can I create new tags while working on a ticket?

Yes, you can create new tags following the same process.

Tags themselves don't affect routing, but you can create routing rules based on tags.

Yes, you can move tags between groups in the tag management section.

There could be many reasons. Check if a ticket is using this tag, which is why you can’t delete the tag.

Quickly categorize and identify tickets with customizable tags.

Routing

Automations in Atlas help you perform routine tasks automatically. They're like smart assistants that can handle various actions based on specific conditions. Automations are designed to cover scenarios that don't fit neatly into routing rules.

Atlas offers several pre-built automations:

This automation is useful for smaller teams or companies just starting with support. When an agent responds to an unassigned conversation, it automatically assigns the ticket to them.

As your organization grows and develops different verticals, you might want to ensure proper categorization. This automation prevents tickets from being closed without assigning a proper tag.

This automation helps prevent accidental messages to customers. It's particularly useful for organizations with a lot of internal communication between operations and developer teams. All responses are set as internal notes by default, requiring a deliberate action to send an external message.

This automation manages tickets where the customer hasn't responded after a certain time. You can set actions like sending a follow-up message, changing the ticket status, or assigning a tag. This is useful when you assume the problem might have been resolved but want to confirm.

To create a new automation, firstly go to “

App Configuration > Ticket Management > Automations

”. Click "Add Automation” and set your conditions (e.g., ticket status, time since last response).

Choose between various actions, like sending a message, assigning a tag, changing the status, etc. And finally, set how many times the automation should run.

You can choose which inboxes your automation should apply to. Here's how:

In the automation setup, look for the "Inboxes" condition

Select one or more inboxes where the automation should run

You can choose default inboxes like Open, Pending, or Snoozed

If you've created custom inboxes, they'll appear in this list too

For example, you might create an automation that runs on the "Open" and "Pending" inboxes, but not on "Snoozed" tickets.

Once you've selected the inboxes, you can define actions for the automation. These might include:

For tickets in the 'Pending' inbox that haven't had a customer response in 48 hours, you could set up a follow-up message automation that says, 'Hey, we haven't heard back from you. Do you still need assistance?'

The "Run n times" option lets you control how often an automation applies to a ticket. This prevents repetitive actions, like sending the same follow-up message multiple times to a customer who hasn't responded.

Yes, you can modify the pre-built automations to suit your needs.

Automations typically run at set intervals, not immediately after a condition is met.

Yes, you can set conditions based on tags or use actions to add or remove tags.

What's the difference between routing and automations?

Routing focuses on initial ticket assignment, while automations can handle a wider range of actions throughout a ticket's lifecycle. In the future, automations may become a superset of routing capabilities.

Streamline your workflow with custom automations for common tasks.

Automations

CSAT, or Customer Satisfaction Scoring, helps you gauge how well your support team is doing. Let's explore how to set it up and use it effectively.

Per ticket: You'll get a prompt asking if you want to send a survey when closing a ticket.

Always: A survey goes out automatically when closing a ticket.

: CSAT surveys are only sent if an agent has replied to the customer at least once. No replies, no survey – we're not pestering customers about spam tickets!

Customize the subject line of your CSAT email. Make it snappy!

Emoji spectrum: From frowny face to starry-eyed (1 to 5), let customers express their full range of emotions.

Allow customers to leave feedback. Because sometimes a smiley face just isn't enough!

Add a friendly "thanks for your feedback" message.

CSAT surveys adapt to different channels like chameleons.

Interactive and emoji-friendly. Customers see a message with clickable rating options (either Yes/No or a range of emojis). After rating, they'll get a chance to comment if you've enabled that option.

Customers first choose Yes/No or select a rating.

They then see another form for comments (if enabled).

Simple but effective. It opens a web form similar to the email version.

Get a bird's-eye view of your CSAT scores. You'll see:

In reports, you can also track how many CSAT surveys are sent each day. It provides insights into survey dispatch frequency and patterns.

If you switch rating styles (from emojis to yes/no or vice versa), our system will adjust automatically. However, most teams stick to one style for consistency.

Remember, CSAT is all about understanding your customers' satisfaction. Use it wisely to improve your support quality!

Keep your finger on the pulse of customer happiness with CSAT scoring.

CSAT

A ticket management system is helpful to keep track of all your tickets and associated issues in one place. Here’s how to do it in Atlas.

Information on a ticket can be seen in the inbox. Each row in the inbox shows a summary at the top, providing a quick overview of the ticket.

The customer timeline also displays ticket information, with a summary at the top of each ticket.

On the right-hand side, an info pane contains a card with expanded ticket information, giving you a detailed view of the ticket properties.

The submitter or customer name is displayed prominently. A 'V' chip indicates if the customer is a visitor (unidentified). The customer has been identified if there's no ‘V' chip.

Set the priority of a ticket to no priority, low, medium, high, or urgent, depending on its importance.

This shows the primary channel for messages to be sent back to the customer. Current options include SMS, email, WhatsApp, chat, and Slack.

You can review what status your ticket is hanging on. Atlas shows you 4 statuses-

 The customer's question is still outstanding and hasn't been solved.


 A middle status that takes it out of open but doesn't close it. Often used when waiting to ship a feature to a customer.


 Similar to pending, but with a timer. After a specified time, it returns to the open state. Useful when waiting for customer response.

Each ticket in your workspace has a unique number, starting from one and incrementing upwards. This number is visible in the ticket information.

The ticket subject (shown in black) and the most recent message (shown in grey) are displayed for quick reference.

Tags can be grouped and given specific colors, allowing for better organization and quick visual identification.

If you have a project management integration (eg, Linear or Jira), related issues will be visible here. Hovering over them provides a preview of the issue.

Shows who on your team the ticket is assigned to. It can be unassigned or assigned to any team member.

Various actions are available to move tickets through your workflow. These actions help move tickets through the ticket workflow, providing flexibility in managing tickets.

If another agent on your team mentions you, it will appear here. Clear mentions by clicking on the '@' symbol, which removes it from your mentions list.

If we know which session a ticket came from, it's displayed under 'related sessions'.

Any files attached to a ticket by a customer will be visible on the side of the ticket information.

Is there anything we missed? Let us know here.

Manage and organize customer interactions efficiently with Atlas's ticket system.

Ticket management

SLAs in Atlas help you set and meet response time commitments to your customers. They define how quickly you should respond to tickets and follow up during ongoing conversations.

*App Configuration > Ticket Management > SLA

”*. Click "Add rule" and set conditions for when the SLA applies. Define response time goals. And finally, set up notifications

Like routing rules, SLAs use conditions to determine which tickets they apply to. The first matching SLA is assigned to a ticket.

First Response Time: How quickly you should first respond to a new ticket

Next Response Time: The maximum time between subsequent responses

For example, you might set a 2-minute first response time for high-priority tickets, with a 1-hour buffer for follow-ups.

Set up alerts to ensure your team meets SLA targets. Choose when to send notifications (e.g., 5 minutes before breach). Select notification method, like email or Slack. And select who should be notified.

Ticket subscribers (anyone mentioned in the ticket)

Here's how you might set up an SLA for VIP customers:

Conditions: Apply to all segments with high priority tickets

Notifications: Alert assigned agent 5 minutes before breach via email

The notification will appear as a fire (🔥) sign in the ticket in your inbox if you’ve breached the SLA. And some time before the SLA expires, it will remind you of the time left into expiry.

You’ll also be able to get notifications in your Slack directly.

You can track and analyze how many tickets you’re hitting the SLA mark on with Atlas’s reports features. Simple click the hamburger menu on top-left and go to 

Yes, you can create different SLAs for various customer segments or ticket types.

The system will send notifications based on your settings, but it won't automatically change the ticket status.

Yes, you can set SLAs to only count time during your defined business hours.

SLAs can trigger automations, such as escalating a ticket if the SLA is close to breaching.

Set your own bar for customer support and respond promptly.