4.3 Manage Tickets

Owned by SUPPORT
Nov 03, 2024
3 min read

 

Junk

Email blocked by Blocked Senders will be listed here.

 

Recycle Bin

Emails you deleted are all listed here.

Edit Tickets

  1. Click "All" 

 

  1. Select the ticket you want to edit, and click edit icon. 

  1. Complete below window, a ticket can be edited.

Note：

Status includes:

  • New: When a ticket is created, its default status is New.

  • On-Hold: Tickets that require further check can use ‘On Hold’ status.

  • Pending External: Tickets that are waiting for your customers’ reply.

  • Pending Internal: Tickets that are waiting for your organization’s reply.

  • Resolved: Tickets that have been closed by agents.

You can also edit tickets in the list on the right.

Change Ticket Status

Click status icon, select a status, you can change ticket status.

 

Merge Tickets

Ticket Merge is an operation for you to merge the history of a source ticket with a target ticket.The merge operation is irreversible. After the merge, the target ticket keeps its property values. Future incoming emails, chat transcripts, and offline messages to the source ticket will automatically be attached to the target ticket. Your future search of the source ticket will bring up the target ticket.

  1. Click Merge.

 

  1. Select a ticket you want to merge into another ticket, then click Next. You can search for a certain ticket using identifiers like Ticket ID, Contact Email, or any text from within the Ticket.

 

  1. Select your target ticket and click Save. The ticket on the right is the target ticket. If you want to reverse, just click Reverse.

Ticket#8will be merged to Ticket#1.

Block Sender

The Block Sender feature helps you block unsolicited messages from certain email addresses or domains and move them to the Ticket Junk folder or reject them.

  1. Click Block Sender.

 

  1. Select the Block email account or block domain. Mark future messages as Junk option moves all future emails to the Junk folder. Reject all future messages means all the future emails will not be created as a ticket in the system.

 

Note: All the Blocked Senders are available in the Admin Control Panel with path Inbox > Settings > Blocked Senders. You can edit existing blocked senders or add new ones.

Mark as Unread

Click Mark as Unread or Mark as Read, you can change the ticket Read status.

Delete Tickets

Click Delete, the ticket will be moved to Recycle Bin.

Another way to delete a ticket is to click "All" and select the ticket you want to delete, and click delete icon. 

 

Resolve Tickets

Click Resolve, the ticket will be closed.

Reopen Tickets

After a ticket is closed, click Reopen, the ticket will be reopened.