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Navigate between tickets

By Eva
March 5, 2020

Ticket Menu

The ticket navigation is on the left side. Each menu item displays a specific view on the tickets.

Navigation

Description

Unassigned

Tickets not assigned to an agent 

Mine

Tickets assigned to the current agent 

Assigned

Tickets assigned to other agents

Closed

Tickets closed 

Spam

Tickets flagged as spam 

The number on the right side of a navigation item describes the number of tickets that have to be replied by an agent. But it's not the total quantity of tickets. All tickets with status waiting will not be counted. Waiting means that the agent is waiting for a customer response. These tickets are grayed out.

Teams Menu

Additional items can be underneath the navigation. They are displayed if the current user is a member of a team. If you click on a team, all tickets assigned to this team are listed.

Check the Settings > Teams or Settings > Users page if you want to create a team and add a user to it. Or if you want to remove a user from a team.

Search

You can search for keywords inside the current ticket list. The search result is in the ticket list. 

Ticket List  

The tickets are listed here. They sorted by descending in time. 

  • Greyed out tickets are in the status waiting. Waiting means that the agent is waiting for a customer response. 

  • Not greyed out tickets have to be replied by an agent. 

Displayed information: 

  • Ticket title  

  • Customer name  

  • Photo of the person who responded last with the first view words of the message  

  • Relative time of the last update. The absolute time is displayed in a tooltip if you hover it with the cursor.  

  • Status (colored dot - blue/open, gray/waiting, red/escalated)

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