Tickets

How to work with tickets

By Eva
February 2, 2023

Tickets are the central function of HelpSpace. Take your time to read this article to understand how it works and to increase your efficiency within HelpSpace.

The tickets front end is devided in three sections:

  1. Navigation

  2. Ticket

  3. Information

Navigation

Ticket Navigation 

The left navigation displays the different views on the tickets 

Navigation

Description

Unassigned

Tickets not assigned to an agent 

Mine

Tickets assigned to the current agent 

Assigned

Tickets assigned to other agents

Closed

Tickets closed 

Spam

Tickets flagged as spam 

The number on the right side of a navigation item describes the number of tickets that have to be replied by an agent. It's not the total quantity of tickets. If they are more tickets, they are on the status waiting. Waiting means that the agent is waiting for a customer response. The tickets are grey out.

Team Navigation

Additional items can be underneath the navigation. They are displayed if the current user is a member of a team. If you click on a team, all tickets of the team are listed.

Check the Settings > Teams or Settings > Users page if you want to create a team and add a user to it.

Create Ticket

Fields / Functions

Description

From Channel 

Select your channel from which you want to send 

To

Enter your email recipient. If you enter a name, it automatically searches in the customer database for the email address. 

Cc/Bcc 

Enter your Cc/Bcc email recipient. If you enter a name, it automatically searches in the customer database for the email address. 

Subject 

Email subject/ticket title 

Message

Enter your message. Check the text editor for detailed information. 

Reply on a ticket

Fields / Functions

Description

Style

Change the text format to 

  • Heading  

  • Subheading  

  • Normal

Bold

Change the text format to bold (and backward) 

Italic

Change the text format to italic (and backward) 

Underline

Change the text format to underline (and backward) 

Font Color 

Change the color of the font 

List

Change the text to list (and backward) 

Code Block 

Enter some code (and backward) 

Upload Attachment 

Upload an attachment 

Add Image 

Upload an image to the text 

  • Upload Image  

  • By Url  

Add Link 

Mark a text and click on Add Link 

Quick Replies  

You can use text templates to enter it to your message. 

  • Select a quick reply: The text added to the end of the message 

  • Edit a quick reply: Change the title and text or delete the quick reply. 

  • Save reply: Saves the current message as a quick reply. 

Send

Click on the button to send the message. If you click on the arrow, you can 

  • Send and go to next  

  • Send and stay  

  • Change default  

A signature can add automatically. Check the Settings > Channels to configure the signature. 

Tickets

Search

You can search for keywords inside the current ticket list. The search result is in the ticket list. 

Ticket List  

The tickets are listed here. They sorted by descending in time. 

  • Greyed out tickets are in the status waiting. Waiting means that the agent is waiting for a customer response. 

  • Not greyed out tickets have to be replied by an agent. 

Displayed information: 

  • Ticket title  

  • Customer name  

  • Photo of the person who responded last with the first view words of the message  

  • Relative time of the last update. The absolute time is displayed in a tooltip if you hover it with the cursor.  

  • Status (colored dot) 

Ticket functions 

The functions are on the top. 

Fields / Functions

Description

Reply

Reply opens the text editor of the top of the ticket. The agent writes an answer to the customer. A message is saved automatically as a draft. You can delete the draft on the lower-left corner. After the message sent, the ticket is assigned automatically to the current user. The status is waiting, and the ticket is grey out

Tags

You can select multiple tags. 

Check the Settings > Tags page if you want to edit the tags.

Status

You can change the status  

Assignment

You can assign the current ticket to a team or an agent. 

Check the Settings > Teams or Settings > Users page if you want to edit the team or agents (user).   

Other Actions > Delete  

Deletes the current ticket 

Previous 

Opens the previous ticket in the current view  

Next

Opens the next ticket in the current view  

Current ticket

Fields / Functions

Description

Title

Title of the current ticket 

Ticket number

Unique ticket number 

Status

Status of the current ticket

Time

Relative creation date. The absolute time is displayed in a tooltip if you hover it with the cursor.  

Tags

Assigned tags of the current ticket 

Messages

It displays all messages of the current ticket. The last message is on the top. The user can check if the customer has read his message. A green hook is on the lower right corner. 

Information

Customer Information   

On the right-hand side, additional information about the customer displayed. 

Fields / Functions

Description

Email 

Customer email. You can edit the customer details when you click on the Email. 

Copy-Button 

Button to copy the email 

Address

Customer address 

Note

Notes are only be displayed when they added to the customer profile. 

Channel

Support channel 

Team

Assigned team 

Assigned Agent 

Assigned agent 

Previous Tickets  

Previous tickets of the current customer are displayed. 

  • The colored dot at the beginning of the ticket name describes the ticket status 

  • If the ticket is in thin writing, the status is closed. 

  • Click on the ticket name to open a preview. Four functions are at the top of the preview / related ticket. 

Related Ticket

Fields / Functions

Description

Go to ticket 

Opens the ticket in edit mode 

Merge

Merges the current ticket with the related ticket 

Previous

Opens the previous related ticket 

Next

Opens the next related ticket 

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