Agents Guide

Getting Started

As an agent, there are only a few things to set up to get you started. Go to your profile page by clicking on the icon on the top right corner. Here you can change your basic profile and your Reply Template. 

Reply Template

The reply template is a template that you can define so that every time you click on reply, the reply will be prepopulated with the template. You may use this for things like customized greetings and email signature/sign-offs. 

Dashboard 

The dashboard provides you with a quick overview of the tickets that are assigned to you

The top 3 cards consisting of unresolved, open, and pending gives a quick summary of the number of tickets that falls under each category.  You may click on each of the cards to quickly filter to the related tickets 

The "Recent activities" section provides a quick summary of what action was taken chronologically. 

Ticket Centre 

This is where all your tickets are, you can do a quick search with the top bar, use the quick filter tabs on top of the section, or specify your own filter by clicking on the funnel icon on the right-hand side. 

You can also sort the tickets by clicking on the column headers. 

Viewing and Replying to Ticket 

When you click into a ticket, it will show the oldest activity on the top, and the latest reply at the bottom. 

To reply, you can either scroll to the bottom and click the reply button or click "Reply" at the top section. 

To change the ticket properties such as the assigned agent or ticket categories, you may use the panel on the right-hand side to update the details 

 

Assigning a Ticket 

While viewing a ticket, click on the "Assigned" field and start typing to search for an agent. Once selected, click on "update" to save the changes. 

 

Adding internal notes to a ticket 

Sometimes you would like to communicate internally between admins and agents before replying to a thread. You can use the internal notes function by clicking on "add a note", this will not be visible to the customer.