Tickets are the incoming customer requests generated by any one of the five support channels we offer at Groove (Email, Support Widget, Twitter, or Facebook). You can respond to tickets directly from your dashboard, assign to agents on your team, or change the status of tickets to reflect the stage of the support request.
Open Tickets are tickets that you need to take action on.
Pending Tickets are tickets that you need to follow up on or require additional information from your customers.
Closed Tickets are tickets that have been taken out of your open and assigned tickets queue, either because you have resolved the issue for a customer or it does not require any more action on your part.
You can change the status of tickets three ways. From the tickets list view and from within the ticket editor.
1. Open a ticket and use the submit as button in the reply box to reply and change the status.
2. Open a ticket, click the status drop down menu from the toolbar and select the status:
3. From the list view, check the box next to the ticket(s) you want to change the status of, and then click the flag icon that appears at the top of the list.
You can also set the default status for your ticket submit button, so you won't have to manually change your status to submit from closed to pending if you'd rather submit to pending than closed.
Admins can find where to make this change in the Settings Menu, in the left side bar of Mailboxes under Preferences.
Please note: When a customer replies back to a ticket no matter what the status of the ticket is it will default back to New and Open. This prevents Agents from missing any new replies from your customers.
Assigning Tickets to Other Agents
Tickets can easily be assigned to agents, or shared back and forth between agents.
Option 1. Open a ticket and use the assignment drop down menu in the reply box to change the assignee when you reply to a ticket.
Option 2. Open a ticket, click the assignment drop down menu from the toolbar and select an agent from the list. This option allows you to only assign the ticket, no reply action is needed.
Assigning Tickets to a Group
In addition to assigning tickets to individual agents, you also have the option to assign tickets to a group.
Option 1. When replying to a ticket, select the group you want to assign the ticket to using the dropdown menu at the bottom of the reply box.
Option 2. Using the assignment dropdown at the top of the ticket page, you can assign a ticket to a group without having to leave a reply.
Making Batch Updates to Tickets
Making batch updates to tickets are easy, and can save you a ton of valuable time. You can make batch changes from the ticket view in any folder by selecting one or more tickets. Once your tickets are checked you'll bring up the batch editing menu. From this menu you can assign tickets to an agent or group, add a label, change the status, move mailboxes, or delete multiple tickets at once.
To keep an eye on where you're at while making changes in the ticket list view, the little blue flag or blue triangle in the top, left corner of any ticket is the last ticket you were in before returning to the shared inbox.