My work

Inside "My work" tab agents can manage all of their assigned tickets including the tickets they have created, they're in the loop of, or they've been assigned by someone else. This feature allows agents to stay informed on tickets that may impact their work or require future action. 

Agents can monitor the progress of tickets, check their current status, and make edits to ticket content when necessary. They also have the ability to reopen tickets if required. Additionally, agents can see who originally created the ticket and track its assignment, observing the stages and individuals responsible at each point in the workflow.

Agents can search the tickets via txn UUID, ticket number, org UUID and title. 

Upon clicking any specific ticket, details will be displayed on the right side of the screen. 

Users can add or remove various filters to simplify their search process.

Inboxes

This sections consolidates all channels, including Live Chat, WhatsApp, Support Tickets, and Calls, into a single "Inboxes" tab. 

• When a user clicks on this tab, they can easily view all incoming transactions in one place. Any transaction with new messages or comments will display a red dot icon, making it simple to identify.
• Upon selecting a specific inbox, a new "Customer Journey" section appears on the right sidebar, providing detailed insights into the customer’s interactions and history. 

Users can search the inboxes from the “Type” drop-down menu, which includes: 

• Support Ticket
• Live chat 
• Whatsapp

Users can also find cases using a variety of identifiers, which can include:

• Transaction UUID
• Customer Email
• Support Ticket Number
• Customer Phone Number
• Support Ticket Title

Filters under the Inboxes section make it easier to search and navigate inboxes 

Channels 

Channels function as chat rooms where users can assign names based on a project, topic, or team. Users also have the option to set these channels as either public or private. 

To create a channel:

• Go to Homepage
• Click on the “+” icon
• A new window “Create Channel” will appear

• Select the option to make the channel Public or Private
• Input channel name
• Add description
• Add members
• Click Create Channel

• Once created, users can click on the channel to view it
• Users can easily search or pin the messages inside a channel
• Click on the Upload button to upload files in the channel 

• Click on the channel name to get channel details 
• A new window will open showing channel details and members 
• Users can click on the Edit button to edit channel name and description
• Users can Star the channel by clicking the star icon ( ☆ ) 
• Channels can be archived by clicking on the Archive Channel button  

• A pop-up message will appear
• Click on Archive to proceed  

Organization owner can transfer or claim the ownership of a channel on the home page.

To transfer / claim a channel ownership, follow the steps below:

1. Go to Home
2. Select a channel
3. Click on channel's name
4. Hover the mouse to Channel owner
5. click Transfer
6. Choose members from the list
7. Click Assign