Sample Ticket: How to use SupportBee #16
Description
Hi Test,
Welcome to SupportBee! This is a sample ticket from us to help you understand the various actions you can take on a ticket.
Reply to the customer
You can reply to a ticket and the ticket will be moved to the 'Answered' listing. If your customer replies again, we'll automatically move the ticket to the 'Unanswered' listing.
Assign to an agent
If you cannot handle a ticket, you can assign it to someone else in your team by clicking on the 'Assign' button. You can also assign the ticket to yourself and it will show up on your 'My' tickets screen.
Send ticket to a team
Tickets can also be assigned to 'Teams' using the 'Send to team' button. 'Teams' help you replicate the idea of departments within SupportBee. 'Teams' can also be set up for handling multiple email queues/inboxes.
Tickets assigned to teams can be accessed from the 'My Teams' tickets screen.
Apply labels to categorize
You can categorize tickets using labels. To add a label to a ticket, all you have to do is drag a label from the 'Label' section and drop in on the ticket.
Labels also act like folders. Clicking on the label from the listing will help you see all tickets under that label.
Archive to close
If the ticket needs no further action, you can archive it. All your archived tickets can be accessed from the 'Archived' screen. A new reply from the customer will automatically unarchive a ticket and move it back to the 'Unanswered' screen.
We have extensive documentation available on our Help Site (https://supportbee.com/docs/) and you can always write to us at [email protected] if you have any questions!
Cheers,
SupportBee Team