The queue
Four counters at the top show Open Tickets, Pending Tickets, Resolved Tickets and Closed Tickets. Below them is the table of tickets:- Search by ticket ID, subject, priority, category or status. Click a heading to sort.
- Filter by Status (Open, In Progress, Resolved, Closed) or by Category (Technical, Billing, Account, General, Feature Request).
- Choose 10, 25, 50 or 100 rows per page. Your sort and search are remembered while you stay signed in.
- Tick several rows to delete them together with the bulk Delete action.
- Each row has a menu with View and Delete.
Reply to a ticket
1
Open the ticket
Click View in the row menu. The page is titled Ticket ID followed by the reference. It shows the Ticket Subject, Ticket Status and Created By, with the name and email of the customer. Below that is the whole conversation. Customer messages are marked Customer Message and yours Support Team Response. Attachments open from View Attached Image.
2
Set the status
Under Ticket Status choose Open, In Progress, Resolved or Closed.
3
Write the reply
Type your answer under Response. It is required.
4
Attach an image (optional)
Attach File accepts JPG, JPEG or PNG up to 5 MB.
5
Send
Click Reply. The message is added to the conversation and the status you picked is applied in the same step.
A reply shows up in the customer’s ticket thread. This build does not send an email about it, so customers see the answer when they open the ticket.