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:
Navigation
Ticket
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
|
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
|
Add Link | Mark a text and click on Add Link |
Quick Replies | You can use text templates to enter it to your message.
|
Send | Click on the button to send the message. If you click on the arrow, you can
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 |
|---|---|
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 |
