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
Xentral
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.
Here is a brief overview of the functions:
Fields / Functions | Description |
|---|---|
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. |
| A compact menu is available, offering the following functions:
|
Channel | Support channel |
Team | Assigned team |
Assigned Agent | Assigned agent |
Created at | Date and time of the ticket creation |
More buttonTasks
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.
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 |
|---|---|
| Opens the ticket in edit mode |
| Merges the current ticket with the related ticket |
| Opens the previous related ticket |
| Opens the next related ticket |
Go to ticket 
Merge
Previous
NextCustom 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.
