There are ticket tools that can be used to manage each ticket. You can find it by clicking ticket option icon (see the red arrow) or in an opened ticket (click “Ticket Tools”). Those in the orange box are the tools.

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  1. “Assign to Agent” is used to assign the ticket(s) to the agent. The ticket which is assigned only possible to be handled by the assignee. Note that the agent(s) who can be assigned are those who online. Their names will be appeared as you type the names on the “Search agents…” column. Click “Save” to proceed.

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  1. “Close” is used to close the ticket when you have finished having a conversation with your customer or the case has just finished being handled by the agent and the team. There will be a dialogue box appeared to ask you a confirmation, either to close the ticket or not.

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  1. “Pending” is used when the agent need to delay replying a ticket. For example, there is a customer who asks about a refund process. This case may require a confirmation or further information from the authorized team so it takes time to get the update, and hence to avoid delivering wrong information to the customer the ticket should be in pending status.

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  1. “Other” is used to mark a ticket which is not a spam or something that does not have to be replied, yet still contains information e.g. a regular mail that send by your email provider. The ticket that has been marked will be in “Other” ticket status tab. Click “Show Ticket Tools” to bring up the tool list.

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  • This is the tool list

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  • This is the ticket display that was marked as “other”.

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  1. “Spam” is used to mark a ticket that contains irrelevant, inappropriate, or unnecessary information/message. To set a ticket into a spam status, click ticket option icon (see the red arrow) or open the ticket and click “Ticket Tools” and then choose “Spam”.

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  1. “Positive” or “Negative” is used to specify a sentiment of the ticket content. For example, your customer gives a compliment for your excellent service. It can be considered as a “Positive” sentiment, while it is a “Negative” one when your customer is disappointed with your service. To set the ticket sentiment, click ticket option icon (see the red arrow) or open the ticket and click “Ticket Tools” and then choose “Positive” or “Negative”.

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  1. “Blacklist” is used to specify tickets from customers that may consider as unimportant, annoying, or irrelevant. Once a ticket from a customer that has been black-listed, if next time that customer sends a message again it will never appear anymore/ the customer will not be able to send message anymore. To specify a ticket into a blacklist, click ticket option icon (see the red arrow) or open the ticket and click “Ticket Tools”, then choose “Blacklist”.

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  1. “Bookmark” is used to mark a ticket that is considered as the important one, the one that need a special treatment, or etc. Open the ticket and click “Ticket Tools”, then choose “Bookmark” to set a bookmark for the ticket.

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  1. “Download Excel” is used to convert the ticket into a spreadsheet file. Click ticket option icon (see the red arrow) or open the ticket and click “Ticket Tools”, then choose “Download Excel” to get the file.

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