Viewing Tickets
Go to Support > Tickets to see all incoming tickets. Filter by status (Open, In Progress, Resolved, Closed), priority, department, or assigned agent.
Responding to a Ticket
- Click a ticket to open it.
- Read the customer message and history.
- Type your response or use a canned response shortcode (e.g.,
/greeting). - Click Send Reply.
Assigning and Escalating
Assign tickets to specific agents or departments. Use the escalation feature for tickets needing senior attention. Change priority levels as needed.
Resolving Tickets
Change status to Resolved when the issue is fixed. The customer is notified and can reopen if needed. Closed tickets are archived automatically after a configurable period.