Service Setup: Adding Agents and Managing Unassigned Tickets

Before opening tickets, invite your support agents to the workspace and give them the Agent role.

1. Go to Workspace Settings.
2. Click Invitations.
3. Click New.
4. Enter the agent’s email address.
5. Assign the role Agent.
6. Click Send.

[CAPTURE: Show the Invitations page with the New button and role selector set to Agent.]

Tickets are organized by Topics (categories). This helps agents filter and prioritize work.

• Only Administrators and Editors can create topics.
• Topics are created from the Tickets tab.
• General is the default topic.

[CAPTURE: Show the Tickets tab with the New Topic button visible in the left panel.]

You can open a ticket at any point in a flow using the Open a Ticket with a Human Agent action.

When configuring the action:

• Select a Topic
• Assign an Agent (optional)
• Add context or background information for the agent
• Reference flow results using @results

[CAPTURE: Show a flow editor with the Open a Ticket with a Human Agent action configured.]

Use the Tickets tab to monitor your queue and handle unassigned conversations.

In Tickets, you can:

• Open All (all tickets)
• Open Unassigned (tickets without an assigned agent)
• Filter by Open or Closed
• Filter by Topic

[CAPTURE: Show the Tickets tab with folders for All and Unassigned, and topic filters visible.]

To close and reopen tickets:

• Agents can close a ticket using the Close button.
• Closed tickets can be reopened at any time.

[CAPTURE: Show an open ticket with the Close button visible above the reply box.]

View Contact Details from a Ticket

1. Open a ticket.
2. Click the Fields tab next to Chat.
3. Enable Show All to view all available fields.

[CAPTURE: Show the Fields tab with featured fields and the Show All option enabled.]

Add Internal Notes

Internal notes are visible only to the support team (not to contacts).

1. Open a ticket.
2. Open the ticket menu and click Add note.
3. Enter the note and click Save.

[CAPTURE: Show a ticket conversation with a yellow internal note visible.]

Use the Notepad for Shared Comments

For comments that should be visible to Administrators and Editors, use the Notepad tab (available from both Tickets and Contacts pages).

• Changes are saved automatically
• Each update shows who made the change and when

[CAPTURE: Show the Notepad tab with an edited note and user attribution.]

Tickets can be assigned automatically from a flow or manually from the Tickets tab.

Above each ticket, you can:

• Use the Agent dropdown to assign or unassign
• Use the Topic dropdown to change the category

[CAPTURE: Show a ticket with agent and topic dropdowns visible above the message box.]

Monitor Open Tickets with the Smart Group

The platform provides an Open Tickets Smart Group that automatically includes all contacts with unresolved tickets.

Use it for monitoring workload, reporting, and escalation workflows.

You can automatically follow up with contacts after a ticket is resolved using a trigger.

1. Go to the Triggers tab.
2. Click New Trigger.
3. Select Start a flow after a ticket is closed.
4. Choose the follow-up flow.

[CAPTURE: Show the Triggers page with Start a flow after a ticket is closed selected.]