Video guide 3 of 7
Create and work a ticket
Log a ticket on a customer's behalf, then assign it, set its priority, leave a note for your team, tag it and update its status.
- Who this is for
- Support agents
- Time
- About 6 minutes
Steps
Step 1: Open Tickets in the left sidebar and click New Ticket.
Step 2: Enter the Customer email and Customer name, a short Subject, and choose a Priority (Low, Normal, High or Urgent).
Step 3: Write the Message. Switch the toggle to Internal to log the ticket without emailing the customer (for example after a phone call), or leave it on Send to customer (the default) to email it to them.
Step 4: Click Create internal ticket.
Step 5: The new ticket opens in its own tab with a ticket number. The conversation is on the left; the customer's contact details and the ticket's Properties are on the right.
Step 6: To work on an existing ticket, go back to Tickets and click it in the list.
Step 7: Use the Properties panel to manage the ticket. Click Assignee.
Step 8: Pick the agent who will own the ticket. Use Team in the same way to route it to a group.
Step 9: The ticket is assigned. Now click Priority.
Step 10: Choose Low, Normal, High or Urgent.
Step 11: To leave a note for your team, switch the composer at the bottom from Reply to Note.
Step 12: Type the note — the composer turns yellow to show it is internal. Customers never see notes. Click Add Note (or press Cmd+Enter).
Step 13: The note is added to the conversation, marked Internal note. Next, click + Tag under the contact.
Step 14: Type a tag and press Enter. Tags make tickets easy to filter, report on and automate.
Step 15: Click Status and choose the right state: Open (needs work), Pending (waiting on the customer or a third party), On Hold, Solved or Closed.
Step 16: The ticket now shows its status, priority, owner and tag. The Activity tab keeps a history of every change.
Step 17: Back in the ticket list, the status, priority and assignee are visible at a glance.
Tips
- Open tickets stay in tabs along the top, so you can switch between several without losing your place.
- Followed by lets you add agents or teams who should be notified about replies without owning the ticket.