When you first receive a support ticket in your Inbox, it is categorized under the Open status. This initial status helps in identifying new and unresolved queries.
Upon replying to a ticket, it is automatically assigned to the customer support agent who responded.
After sending your reply, you can update the ticket status to In Progress. This status indicates that the issue is currently being addressed.
Once the issue has been resolved and the conversation with the customer is complete, the ticket can be closed. To close a ticket, you can either use the shortcut c or manually select the Closed status from the ticket's options.
Closing the ticket signifies that no further action is required and the issue has been successfully resolved. If a closed ticket receives a reply, its status will automatically change to Open, and the ticket will appear in your inbox.
Improving AI Knowledge
When you reply back to a ticket and then opt to close, you will be presented with an option to Improve AI Knowledge.
This works by creating a ticket summary based on the email conversation.
By creating a ticket summary and adding it to the AI knowledge base, you will help improve the AI knowledge to handle similar issues in the future. This is an optional step but highly recommended.
Forwarding a Ticket
If the ticket has to be send to a different team other than the customer support team, then you can forward the ticket.
Marking a Ticket as Spam
In instances where a ticket is identified as irrelevant or malicious, it can be marked as spam. Click on the three dot menu and then select the Mark as spam.
You have an additional option to mark any future emails from the same email sender as spam. To do this, simply add the email address to the spam list.
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