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Replying to a ticket

You can reply to tickets by clicking on the reply icon at the bottom and draft your message. Once your message is drafted, you can add recipients and also add emails to the CC/BCC section. 

You also have options to insert solutions, canned responses, and include attachments (Read below to know how to attach them.) Once you are done, click send. You can change the status of the ticket by clicking the dropdown next to the send button before sending the reply.

Adding a Note

Add Note option lets you add a private or public note. The option is present at the center of the ticket details page. 

You can add the agents you want the note to be sent to, select if you want the note to be visible to the customer or not (by default, the note is private). Once you are done adding a note, click add note. You’ll be able to update the status of the ticket from here as well.

Forwarding a Ticket

Select the Forward option at the bottom right of the screen. Type in the message you want to add and specify recipient IDs, after which the send option would appear. You can forward to multiple email addresses and also use cc and bcc.

Inserting canned responses, solution articles, and attachments

Once you select reply or forward, the app takes you to a text box where you can draft your reply. The bottom left corner of this page has three icons, to attach canned responses, solution articles, or attachments in the same order. If you choose to send a solution article, you can either paste the content alone or send the article as a link. These options are available when you choose to reply or forward to a ticket

Ticket Properties, Closing a ticket and using scenario automations

The three-dotted menu on the top right has options to do the following:

  • Watcher - View watchers for the ticket, and add yourself, or any other agent as a watcher to it.

  • Report spam - Mark tickets as spam.

  • Delete - Choose this option to delete the ticket. This removes the ticket from all records. 

  • Merge - You can merge the current ticket with another one by clicking on the + icon on top right corner and searching for the other ticket. Click on the star button on right to mark it as the primary ticket

  • Log time - Log agent time using the + sign at the top right corner. The time log feature has options to choose agents, add notes, and can be opted to be billable or non-billable support. You can log in your work time with the automatic timer that works like a stop watch, or enter the time manually. Once the details are filled in and saved, they reflect on the ticket. This can be viewed in the all logs section. 

  • Modify due date - Due dates can be modified to given options( today, tomorrow, this week, next week, this month) or can be scheduled to a custom date through the pick date and time option. 

  • Close the ticket - When you choose this option, the app asks if you want to notify the customer or not. Tickets can be re-opened in case they have to be worked upon in future.

  • Automate scenarios on the ticket - Choose a scenario which the ticket has to follow.

  • Share the ticket - You can share the ticket through other iPad apps available in your device, copy the ticket, save to device files, etc.,

The top bar has Edit Ticket Properties (pencil) icon next to the ticket number. This allows you to change ticket details like “Type”, “Source”, “Priority”, “Agent Assigned to” and more.

If you would like to watch a ticket, press the star icon next to edit ticket properties.