Navigate between tickets

Inbox Menu

Efficiently navigating through tickets is made simple with the placement of the ticket navigation on the left side of the screen. Each menu item offers a clear and specific view of your tickets, making it easy to manage and track them.

The right-side number of each navigation item provides an accurate count of the tickets with the statuses “Escalated” and “Open” that require attention from an agent. Please note that tickets with a “Waiting” status, meaning the agent is waiting for a response from the customer, are not included in the count and are displayed in a grayed-out format underneath the escalated and open tickets.

Ticket List  

The tickets in the Unassigned, Mine, Watching, and Assigned inboxes are sorted and organized as follows: escalated tickets appear first, followed by open tickets, and finally waiting tickets appear at the bottom. Tickets in the “Waiting” status are grayed out, as you are waiting for a response from the customer. Within each status, the tickets are arranged in descending order by time.

Each tickets display following information:

• Ticket title  

• Status. The color coding for ticket statuses is as follows:

  • Red: Escalated
    These are the most critical tickets that require immediate attention.

  • Blue: Open
    These are the daily incidents and questions from customers.

  • Light Gray: Waiting
    You have replied to the customer, and you are now waiting for their response.

  • Light Gray: Wait Until
    It is similar to “Waiting”, but you set a date when the status get changed automatically. This is perfect if you want a reminder or set it to done. The new status can be:

    • Escalated

    • Open

    • Closed

  • Dark Gray: Closed
    The ticket has been resolved and is now closed.

  • Yellow: Spam
    These are unwanted messages that have been flagged as spam.

• Customer Name

• Photo of the last person to respond, accompanied by a preview of their message

• Relative time of the last update. To view the exact time, simply hover your cursor over the relative time to display the absolute time in a tooltip.

Search bar

The built-in search function enables you to effortlessly search for specific keywords within the current ticket list. The search results are immediately displayed within the ticket list, offering a simple and efficient way to access the information you require.

Please be aware that the search results are shown per inbox menu, so if you desire to search for results in another inbox, such as “Assigned” or “Closed,” you will need to switch to that specific menu item.

For more advanced search options, including the ability to search for specific tags or agents, check out the Advanced Ticket Search feature.

Teams Menu

Underneath the Inbox Menu, additional items may be available for users who are members of a team. By clicking on a specific team, a list of all tickets assigned to that team will be displayed, providing a comprehensive view of the team's workload.

To create a team and add or remove a user from it, simply navigate to the

• Settings → Teams

• Settings → Users

This is where you can manage your team and user configurations with ease.