Tools for Agents
Helpdesk agents have access to a range of tools that help them efficiently manage customer support inquiries and provide high-quality service. To work with these tools, agents can select the Helpdesk link in the application header.
Feature | Description |
|---|---|
| Predefined Search Queries for Tickets | Preconfigured search queries provide quick access to new tickets, unresolved tickets, unresolved tickets for yourself as an agent, and more. |
| Comment Templates | Comment templates let agents compose pre-written responses that can be easily inserted into a support ticket. |
| Revise Public Comments | The ability to revise a public comment without generating a reply to the customer lets agents update text in hastily-posted comments or update the visibility before adding the comment. |
| Agent Signatures | Default signatures let agents automatically append contact info to public comments in helpdesk tickets. |
| Mark Tickets as Spam | This action rule helps keep your helpdesk projects free from irrelevant tickets and prevent malicious users from inundating your agents with spam. |
To learn more about each of these features, follow the links to the corresponding article.