Tickets

Reply to customers and keep internal notes private.

• Managing tickets

  Open, pending, resolved, and closed — and who owns the next reply.

• Replying to customers

  Customer replies are emailed. Internal notes are not.

• Using internal notes

  Internal notes never appear to customers or in customer email.

• Assigning tickets

  Give a ticket to a teammate from the ticket sidebar.

• Using canned responses

  Insert a saved reply, then edit it before sending.

• Understanding ticket statuses

  A customer reply after you write back typically leaves the ticket pending.