Working with Tickets

• Ticket Basics
• Replying to tickets and adding private notes
• Creating a new ticket
• Tickets in the folder view
• Snooze tickets to make busy inboxes manageable
• Searching
• Adding and downloading attachments
• Working with customer profiles
• Forwarding a ticket
• Splitting a ticket into multiple tickets
• Merging tickets from the same customer
• Removing sensitive content from messages
• Keyboard Shortcuts
• Collision detection
• Use @mention in private notes
• Following a ticket
• Changing the customer on a ticket
• Working with multiple teams & departments using inboxes
• User specific ticketing preferences
• What your customers see
• Digging deeper into a ticket
• Handling spam and unwanted tickets
• Move Faster with Macros
• Working with tickets while on the go
• Collaborate using drafts
• Input Formatting Options (Rich WYSIWYG vs Legacy Markdown)
• Unified Inbox
• Schedule a response to be sent later
• Managing Instagram Conversations in Enchant