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Tickets

Tickets card, assignees, and deadlines

Response workflow, status, forwarding, departments, priorities, deadlines, and responsibilities.

Last updated 13 days ago

Tickets card, responses, statuses, and forwarding

The card displays the initial message and the full response history. Enter your text in the response field, select a status, and add CC, BCC, or attachments if necessary. You can insert a canned response or knowledge base text, but be sure to review and tailor it to the specific situation before sending.

Use Forward when the conversation or a specific response needs to be passed on to another recipient. Before closing, verify that the customer has received the final response and that any mandatory comments or checklist items have been completed.

Tickets assignees, departments, priorities, and deadlines

The Department indicates the service team, while Assignees refers to specific Staff. When changing the department, double-check the assignees, as these fields determine the visibility of the Tickets and the recipients of notifications.

Priority indicates importance and may affect the deadline. Monitor the resolution deadline and any delay indicators on the card or in the list view. If Ticket is forwarded to another team member, update the team member responsible in the system and leave the necessary internal note—simply forwarding the email is not enough.

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