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Split a message into a new support ticket
Sometimes you may find yourself in a situation where a customer replied to an existing ticket, whether it's open or closed to report a new uprising issue. Do you create a new ticket all over again? Well, that could take lots of time especially if you…
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Getting things done faster with macros
Macros automations let you execute a series of actions to a single ticket at once. They can help you to quickly handle recurring support requests or tickets. For example, you could create a macro to change a ticket priority to high, assign that ticke…
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Getting things done faster with canned responses
Working as a helpdesk support agent can be extremely boring at times, especially on those days when you have customers asking you the same question over and over again. This just adds insult to injury especially when it's taking your time away fr…
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Understanding and using email commands
Email commands are like little robots that are readily available to work for you. You can simply instruct them to trigger certain actions on tickets when sending or replying to emails from your inbox.All email commands will be stripped from the messa…
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