Get early access
In this section (10)

Answer your first ticket

Open a ticket, reply to the customer and set the right status.

1 min read

Send an email to your support address from a personal account to see the whole flow. If you only want to look around first, add sample data.

Reply

  1. Open Views and choose Your unsolved tickets or Unassigned tickets.
  2. Open the ticket. The conversation is in the middle, ticket properties on the left, customer details on the right.
  3. Choose Public reply, write your answer, and pick the status in the submit button: Open, Pending (waiting for the customer) or Solved.

The customer gets your reply by email, and their answer comes back to the same ticket. A solved ticket closes by itself 4 days later, through a default automation.

The first time you open a ticket, a short tour shows you around. Replay it any time with Take the workspace tour in your account menu.

Notes for your team

Choose Internal note to write something only your team sees. Type @ and pick a colleague to notify them. See mention a teammate.

Faster with macros

Press Ctrl+Alt+M to apply a macro: a saved reply plus field changes in one step. See macros.

Was this article helpful?