Managing Support Tickets

Managing Support Tickets

The ticket system is where your team resolves customer issues.

Viewing Tickets

Go to Dashboard → Tickets to see all your tickets:

•Subject — customer's issue summary

•Status — open, in-progress, pending, resolved, closed, AI resolved

•Priority — low, medium, high, urgent

•Created — when the ticket was submitted

Working on a Ticket

1.Click a ticket to open it

2.Read the customer's description

3.Check if AI has suggested a response

4.Type your reply and click Send

5.Update the status (In Progress → Resolved)

Assigning Tickets

•Tickets auto-assign based on category rules

•Manually reassign by clicking Assign and selecting an agent

•Unassigned tickets appear in the shared queue

Bulk Actions

Select multiple tickets to:

•Change status

•Reassign to an agent

•Update priority

•Close resolved tickets