How to Manage Tickets as a Support Agent or Store Owner

Ticket Tabs Overview

At the top of the ticket dashboard, you’ll find tabs that help organize support tickets:

• All Tickets: View all customer tickets, regardless of assignment.
• My Tickets: Shows only the tickets assigned to you.
• Unassigned: Displays tickets that are yet to be assigned to any agent.

Ticket Filters and Sorting Options

Below the tabs, several filter options allow you to narrow down the ticket list:

• All / Open / Active / New / Closed: Filter by ticket status.
• Need Reply: Toggle to show tickets needing a response.
• Sync Button: Manually sync the ticket list with the latest updates.
• Add Ticket: Allows the agent or store owner to manually create a ticket on behalf of a customer.

Additional dropdown filters include:

• All Mail Box: Choose a specific mailbox if multiple are connected.
• All Category: Filter by ticket categories (e.g., Technical Support, Billing).
• All Agent: View tickets by assigned agent.
• All Priority: Filter based on ticket priority (e.g., Low, Normal, High).

Ticket Table Details

Each ticket is listed in a tabular format with the following information:

• Title: Short summary of the issue (e.g., “Discount Code Not Working at Checkout”).
• Customer Name: The user who submitted the ticket.
• Short Message Preview: A snippet from the customer’s first message.
• Status: Current ticket status (e.g., Active, Open, Closed).
• Category Name: The support category assigned to the ticket.
• Ticket ID: Unique identifier for easy reference.
• Assigned Agent: The support agent currently handling the ticket.
• Time: Timestamp of when the ticket was created or last replied.
• Priority: Indicates urgency (e.g., Normal, High).
• Replies: Number of total messages exchanged (from both customer and agent).

Pagination

At the bottom of the ticket list, pagination controls allow you to:

• Set how many tickets to view per page
• Navigate to other pages in the ticket list