General Work related Buttons
General commands related to Agent work. Available based on the Agent's current work.

• Add New Ticket: Opens the create a new ticket window. For details of the window see "Add New Ticket" section on this page.
• Take Chat/Phone Call: Opens the window to select a ticket to work on.
  1. Click on the ticket
  2. Read the conversation
  3. On the bottom click 'Start work on Ticket...'
  4. Select 'Start Chat with Customer' or 'Answer Phone Call from Customer'.
  The selected ticket will be loaded. Once you are done with the ticket, you will be able to return to working on your previous ticket.
  The button is available for agents, if 'Enable Chat or Answer Phone on Ticket' is selected in Account Settings ~ Agent Permissions.
• End Work: Will close all opened tickets. Click when you are done working for the day.
• Resume Work: Available if there is another ticket in progress by agent. Load a previous ticket that you were working on. If there is more than one ticket in progress, it will resume the work on the most recent ticket you worked on.
• Undo Move: Available if the agent just moved the ticket to a queue. Allow the agent to undo move (since the ticket can be moved in a queue where the agent does not have access).

Ticket Queues Panel
Shows the list of queues and the corresponding number of tickets waiting to be resolved. Clicking on a queue name navigates to the list of tickets in that queue. This command is available only for administrator.

Tickets Waiting
For administrators, it shows the number of tickets that are waiting to be resolved, number of tickets that are in progress by all agents, and the number of tickets currently in progress by current administrator. For agents, it shows that number of tickets assigned to the agent and the number of tickets currently in progress by the agent.

General Action Buttons
General commands not related to a specific ticket. Available even when no tickets are being worked on.

• Browse Tickets Button: Open the overlay which allows browsing (read-only) access to all tickets, with support for filters and searches as described on the Tickets page.
• KB Articles Button: Open a new browser window with the Knowledge Base Suggestions page.
  The button is available for agents, if 'Enable Knowledgebase' is selected in Account Settings ~ Agent Allowance.
• Bulk Update Tickets Button: Open a new browser window allowing the agent to do a bulk ticket update.
  The button is available for agents, if 'Enable Bulk Updates' is selected in Account Settings ~ Agent Allowance.
  The agents will see the available ticket and allow operating based on assigned Agent Role.

Retrieve Next Ticket button
Click the Retrieve Next Ticket button to get the next available ticket to work on. The following panels are available only when the ticket is being worked on.

Messages Panel
Each message associated with the ticket will be displayed in its own collapsible panel. A message is any email received, any reply sent, or any note entered by an agent.

Suggestion Panel
If a new message from a customer has a good match to a previous answered ticket or knowledge base article, the question and answer will be displayed in the panel.

• Click 'Select' to populate the response with the ticket or knowledge base article content.
• Click the '-' symbol to hide the suggestion message or panel.

• Ticket (Questions and Answers): The auto-response is based on solved tickets (closed at least 30 days earlier), and it is specific to a ticket queue. The current customer ticket will be searched against solved tickets in the same ticket queue.
• KB Article: The auto-response will search on KB Articles. If the current ticket from customer has an attribute set, the search will be for KB Articles that do have the same attribute value or do not have the attribute set at all. The search is against the KB Article subject.
• Language: The customer ticket language would have to match the previous tickets language or KB Article language (Please be sure to properly set the language for new tickets in Account Settings ~ Language).

Select Command
Ticket related commands:

• Move Ticket: Allows the agent to move a ticket to a different queue. Moving the ticket to a different queue may result in a the ticket having a new higher priority. Also the agent will be returned to the dashboard with no ticket selected.
• Merge Ticket: Allows the agent to select tickets which should be merged into the current ticket.
• Escalate Ticket: Allows the agent to escalate a ticket to a selected destination (queue or email), as defined by existing escalation rules. See the Escalation Rules documentation for details.
• Change Email ReplyTo: Set the destination emails, including CC and BCC fields, to which the reply will be sent.
• Change Email Subject: Allows the agent to change the email subject. The ticket subject will be updated to the new subject.
• Attach File: Browse for files to attach to the reply.

Answer
Enter a brief solution - just a few key directives. Click "Generate AI Reply" to let AI craft a professional response using your input and the current email thread.

Reply box:
Enter the response for the customer, or an Internal Note to be added to the ticket.

Stock Expressions:
If Stock Expressions are enabled in Account Settings ~ Response Automation, a panel with stock expression buttons will be displayed on the right side of the reply box.
Click the button to insert the selected stock expression in the Reply box. Move the mouse over the button to display the content of the stock expression in a tooltip for a quick preview.

Commands
Under the Reply box are the most used commands:

• Reply Button: Send a reply with the body and attachments entered by the agent.
• Machine Translation Reply Button: Automatically translate the agent reply and send the customer the machine translated reply and the original agent reply. The ticket will be closed.
  This option is available only if the ticket language is different than the account language as defined in Account Settings ~ Language. The option 'Enable machine translated replies for outgoing messages to the detected message language' is set, and the ticket language code is EN, DE, FR, ES, IT, JP, KO or CN.
• Send to Translation Button: Sends the message to the ticket language queue for translation. The ticket will be left open, waiting for a translator to translate and send the message to customer.
  This option is available only if the ticket language is different than the account language as defined in Account Settings ~ Language.
• Add Internal Note Button: Adds an internal note to the ticket. The message will not be sent to the customer and will be visible only by the agents. The notes can have attachement files.
• Close Ticket Button: Closes the current ticket without taking any other action. Select from the list, the reason to close the ticket.

Ticket Summary Panel
Below the Ticket Action Button is a collapsible panel containing a summary of the ticket's details:

• Status: The current state of the ticket (currently open or the date it was closed).
• Ticket ID: The unique identifier associated with the ticket.
• Queue: The name of the queue with which the ticket is currently associated.
• Created: The date and time (by the server's system clock) at which the ticket was created.

Ticket Attributes
If agents are permitted to change the details of a ticket, custom attributes will be listed and may be edited here. To save changes to a ticket's attributes, click the "Apply Changes" button. If agents are not permitted to change the details of a ticket, only those custom attributes which have been assigned non-default values will be listed here.

Add New Ticket
To add a new ticket, click on the Add New Ticket button and fill in the following fields:

• User Email Address: Enter the email address to which ticket replies will be sent.
• Subject: Enter a subject for the new ticket.
• Message: Enter a message which details the purpose of opening the new ticket.
• Ticket Status: Select the status of the new ticket. The available status is open (default) or closed.
• Assigned Queue: Select the ticket queue in which the new ticket should be placed.
• Use Email Account: Select an email account for the new ticket. By default this value is set to mail account (POP3/IMAP) in the Account Settings page.
• Start work on ticket: Select this option to quickly start working on the newly created ticket.
• Ticket Attributes Panel: Set the various attributes of ticket.
• Attach File: Browse for files to attach to the new ticket.