Work the support inbox.

#Who can use it

Everyone who is an active member of your workspace is an agent: they can read every ticket, reply, take, assign and close. Changing how Support is set up (ticket types, roles, AI, webhooks) is for admins and owners only; everyone else sees those pages read-only. To add a colleague, see Add a team member.

#Views, filters and search

The column on the left lists the views, each with a count. A view is a starting list; the newest activity is always at the top.

Filters. Select Filter above the list to narrow the current view by ticket type, team, status (Open, In progress, Pending, Closed), client, the role the customer held when they wrote in, and source (where the request came from, for example the page of your product). Each filter appears as a chip you can remove. There is no filter for the assignee: use Mine and Unassigned for that.

Search. The box above the list takes at least two characters and looks at ticket numbers (for example AA-42), titles and message text, internal notes included. It searches all your tickets, open and closed, and each ticket appears once with the part that matched. Clear the box to go back to the view.

Keyboard. j and k move down and up the list, and Enter opens the selected ticket. On a wide screen the right-hand pane previews the conversation. The list updates on its own when something changes.

#Log a ticket for a client

When a client asks for something another way, on a call or by email, log it so it is tracked like any other ticket. Choose the Type and give it a Title, then name the Person from People, the Client, or both. A person who belongs to a client is filed under that client, so the client picker is fixed to theirs. Set the Priority and the Assignee, which is you unless you change it, and write What the client asked.

That text is saved as an internal note. The AI does not answer it, no email goes out, and the client does not see the ticket in their widget. It becomes the client’s only when someone replies to them in public; until then, nothing about it reaches them, including live updates, emails, webhooks and stage updates. An assignee is told once, that it is theirs.

#Open a ticket

The conversation is on the left, with the composer underneath. Under the title, chips show the ticket’s status, priority, assignee, type, team and tags; select a chip to change it, and it saves at once. On a ticket that is not closed, the header also has an AI replies too switch that keeps the AI answering the customer beside your team; see how handover works. Select the title to edit it; clearing it makes the ticket Untitled again. On a narrow screen, Details opens the side panel.

The side of the page holds:

#Reply to the customer, or write a note

The composer has two modes, and the whole box changes colour in note mode so you cannot mistake one for the other.

Send with Ctrl+Enter (Cmd+Enter on a Mac). If a send fails, press it again: the message is only saved once.

Mentions. In an internal note, type @ and pick a colleague. They get a notification (in the app and by email, unless they turned those off) saying they were mentioned. A public reply never carries a mention, because the customer would see it.

Attachments. The paperclip adds files to a reply or a note: up to 10 per message, up to 20 MB each, images (PNG, JPEG, GIF, WebP), PDF or plain text. Anything else is refused before it uploads. Every upload is checked before it can be sent: the real contents must match the file type, plain text may not contain markup, and where malware scanning is set up the file is scanned. If the scanner cannot be reached the upload waits and you can try again, rather than letting an unchecked file through. Customers see images as a re-encoded preview and other files as downloads, and customers’ own uploads go through the same checks.

Library documents. On a public reply, the library button adds up to five documents from your Document library as tracked links. See Reuse documents.

#Take, assign and prioritise

#Close, reopen and auto-close

Close ticket asks how it ended: Solved by agent, Duplicate or Won’t fix. The customer is told it is closed and can reopen it. Three other outcomes appear on tickets but you cannot choose them: Solved by AI (the customer confirmed an AI answer), Closed by client (the customer closed it) and Closed automatically.

Reopen. A closed ticket shows Reopen instead of Close ticket, and its properties are read-only until you use it. It returns to the first status of its type’s workflow. A customer who writes again on a closed ticket reopens it themselves, and the assignee is notified of the reply.

Auto-close. When it is switched on, a ticket sitting in a Pending status (Answered, Resolved) is closed as Closed automatically once it has waited that long without a reply from the customer. The default is 48 hours and the range is 1 to 720. It is checked every five minutes. A customer reply stops the clock; it does not move the status, so move the ticket on yourself if it needs work.

When a closed ticket has a Close summary at the top, it was written by the AI for agents only; see titles and summaries.

#Notifications

The bell in the top bar lists what needs you: a new ticket, a ticket assigned to you, a reply on your ticket, a status change on your ticket, and a mention. You are never notified of your own actions. The bell links to Notification preferences, where you choose in-app and email for each kind; see Set up Support for the defaults.

#A client’s tickets on the client page

The Support tab lists that client’s tickets, newest activity first, with a filter for All, Open, Pending, In progress or Closed. A closed ticket shows its close summary underneath. Selecting a row opens the ticket.

#Read the Metrics page

The four tiles at the top cover the whole period.

A median is the middle value, so one very slow ticket does not drag it up the way an average would. Times are elapsed clock time, not working hours. A dash means there was nothing to measure.

Underneath, break the same numbers down by Type, Agent or Day. By agent uses the ticket’s current assignee at the moment you look, not who wrote the reply, and groups unassigned tickets together. By day draws a chart of tickets created and closed per UTC day, with quiet days shown as zero. With no tickets in the period the page says “Not enough data yet”; pick a longer range.

#Not built yet

• Automatic assignment rules: tickets are taken or assigned by people.
• A notification when the AI hands a ticket over. Watch the Unassigned view; see how handover works.
• A panel of similar past tickets on the ticket page.

Related

• Build the knowledge base the AI answers from ›
• How the AI first line works ›
• Set up Support for your team ›