Managing Tickets

Effective ticket management ensures no customer issue falls through the cracks.

Assigning tickets

Assign tickets to individual agents or teams. You can assign manually from the ticket detail view, or use workflows to automate assignment based on ticket category, priority, or customer attributes.

Collaborating on tickets

Use internal notes to discuss tickets with your team without the customer seeing. Notes support mentions so you can tag specific team members for input.

Resolving tickets

When an issue is resolved, update the ticket status to "resolved". The linked conversation is also updated. If the customer reopens the issue, you can reopen the ticket to continue tracking it.