Work The Ticket Queue
1. Open the staff support page. 2. Choose the queue view you want to work from. 3. Start with new, pending, or needs-attention work when available. 4. Open a ticket and read the full conversation before replying. 5. Check the sidebar for client details, department, labels, assignment, and related tickets. 6. Reply, reassign, relabel, or close the ticket based on the customer need. 7. Move to the next ticket using the list or recently viewed area.
Reply As Staff
1. Open the ticket. 2. Review the latest customer message. 3. Select a saved reply if one fits the situation. 4. Edit the message so it answers this customer specifically. 5. Add attachments when helpful. 6. Confirm the ticket assignment is correct. 7. Submit the reply. 8. Confirm the new message appears in the ticket timeline.