Responding to tickets
Learn how Agents respond and manage tickets
Submitted tickets are directed via the Form to the Responder channel of the Inbox.
Agents gets access to submitted tickets by being a member of the Responder channel in Slack. They can work privately as a team to resolve tickets together, leaving both Private and Public replies on tickets.
Learn more on how the Inbox & Responder channel works.
How to reply on a ticket as an Agent
Public vs Private replies
Replies on tickets from Agents can either be:
Public The reply is visible by the Requester who submitted the ticket.
Private (Internal) The reply is internal and only visible to the team of Agents in the Inbox.
This allow your team of Agents to cooperate on tickets without having to leave Slack. It is as easy as sending messages to each other in a message thread.
This cooperation is empowered by the Responder channel that is connected to your Inbox, where Agents can send replies on the tickets directly in Slack.
By default, all replies from Agents are Public. You can change the default behavior of Agent replies in the Account settings using the Default Agent replies visibility option.
Agent replies: Public visibility (default)
This option is enabled by default, the replies on tickets in the Responder channel are by default Public.
How to send a Private reply:
Open the ticket in the Responder channel.
When writing your message, make sure to add the 🔒 (:lock:) emoji at the beginning of the message.
This will mark the reply as being Private.
Send the message which will make it a Private reply on the ticket, only visible to the team of Agents in the Inbox.
How to send a Public reply:
Open the ticket in the Responder channel
Send your reply in the ticket message thread.
This reply will be Public by default and visible to other Agents in the same Inbox & Responder channel.
Agent replies: Private visibility
With this option enabled, the replies on tickets in the Responder channel are by default Private.
How to send a Private reply:
Any message sent on a ticket with this option enabled will be Private by default.
Open the ticket in the Responder channel
Send your reply in the ticket message thread.
This reply will be Private by default and only visible to other Agents in the same Inbox & Responder channel.
How to send a Public reply:
Open the ticket in the Responder channel
Send your reply in the ticket message thread, this reply will be Private until you make it Public.
Add the 🎺 (:trumpet:) reaction emoji on the message. See below on how to add the reaction emoji.
This will push the message as a Public reply back to the requester(s). The message will look like this when it has been pushed as a Public reply:
How to find the 🎺 (:trumpet:) reaction emoji
You can find the reaction emoji by hovering the mousepointer over the message you want to make Public.
From here you can search to find the emoji
Learn how to configure one-click emojis
Setup one-click emoji reactionsReplies with Approvers and Followers
The replies for approvers and followers will always be Private by default, and not visible to the Requester of the ticket.
They always need to need push their reply explicitly to become Public by following the instructions for replies with Private visibility.
Withdraw a Public reply
Accidently sent a Public reply? You can withdraw a Public reply, making sure it is no longer visible to the Requester.
How to withdraw a Public reply:
Open the ticket in the Responder channel.
Identify the Public reply message you want to withdraw, to make it Private and not visible to the Requester.
Edit the message
If your replies are Private by default: add the 🎺 (:trumpet:) reaction emoji on the message.
If your replies are Public by default: add the 🔒 (:lock:) emoji in the beginning of the message.
This will change the message from Public to Private, where the Requester will no longer see it on the ticket.
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