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Additional ticket information

Quickly access essential customer information to enhance your communication.

By Eva
February 21, 2020

To navigate forward and backward, click on the arrow-buttons ← and → on the bottom
or on your keyboard. Alternatively, click on the purple circles to go to the next step.

On the right side of the ticket screen, additional information can be found:

  • Contact information

  • Tasks

  • Previous Ticket

  • Custom Sidebars

  • Shopify

This information provides valuable context and helps agents efficiently resolve tickets and support customers.

Contact Information

Quickly see and access the most critical customer information to understand who you are communicating with.

Tickets---contacts.png

Here is a brief overview of the functions:

Fields / Functions

Description

Email 

Customer email. If you hover the mouse over the email, a green icon appears to copy the address.

Address

Customer address 

Note

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

More button

A compact menu is available, offering the following functions:

  • Edit Profile

  • Change Contact (of the ticket)

  • Mark Contact as Spam

  • Copy Email Address

Channel

Support channel 

Team

Assigned team 

Assigned Agent 

Assigned agent 

Created at

Date and time of the ticket creation

Tasks

When you are editing a ticket, there is a sidebar on the right. Under the Tasks section, you can add a new task by typing its title into the “Add a task” field and pressing enter. The task will be saved, and you can click on it to view or enter the details.

Tickets---tasks.png

Previous Tickets  

The previous tickets of the current customer are displayed for your convenience. Each ticket is identified by a colored dot that indicates its status. If the customer does not have any other tickets, the relevant section will not be displayed.

To access the details of a ticket, simply click on its title. The top of the preview or related ticket will provide quick access to several functions:

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 

Custom Sidebar

With the custom sidebar, data and information from other apps can be displayed, such as from your e-commerce platform, CRM, or accounting system. This provides a comprehensive view of the customer and allows you to better meet their needs.

To set up the custom sidebar, there are several technical steps that must be completed, which can be found in our documentation.

Tickets---custom-sidebar.png

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