Identifying a Customer ticket in your inbox
To make it easier for your team to differentiate between Customer tickets, Back-office tickets, Tracker tickets, and conversations, you’ll see visual differentiations in your inbox.
For Customer tickets you see:
Customer ticket icon
User and company
Ticket ID and title
Last reply, note, or update
Customer ticket default attributes
Ticket title
Click to edit value
Customer-facing ticket ID
User
User company
Sharing behavior
Ticket description
Click to edit value. You can use different format options: sorted lists, unsorted lists, bold, italic, code block, quote, and hyperlinks.
Customer ticket custom attributes
Each ticket has a type which informs the custom attributes you want captured as part of the ticket. When looking at a Customer ticket, you’ll find those attributes in the right sidebar.
Changing the state of a Customer ticket
As your team progresses the ticket, they can change its state to:
In progress
Waiting on customer
Resolved
To change the ticket state, you can click on the button in the top right. Then pick the relevant state.
Communicating in a Customer ticket
Customer tickets support both internal notes and customer facing replies. You can send a reply directly to the customer through the composer.
You can switch to internal notes mode by pressing N on the keyboard or through the action in the top left of the composer. Press R to go back to the replies mode.
Link a Back-office ticket from a Customer ticket
When you need to create a Back-office ticket to collaborate with another team to resolve the customer’s issue, click on the ➕ icon next to Back-office tickets from the right sidebar.
You can also press ⌘ K / Ctrl K , then search for Create a Back-office ticket.
Link Customer ticket to Tracker ticket
When a Customer ticket is about an issue impacting many customers, you can link it to a Tracker ticket. Click on the ➕ icon next to Tracker ticket from the right sidebar.
