Within Teamwork Desk, you can view and manage
all of your team's tickets in the main Tickets
area.
đź“ť This page relates to
the Classic Desk navigation
experience. In Teamwork Desk's navigation
redesign, currently in early release,
smart inboxes are now called custom
views.
Select the Tickets tab from the main
navigation bar at the top of your site.
In
the left pane you will see a list of
the inboxes on your Teamwork Desk site
that you have permission to access.
There are also sections for Smart
Inboxes, Starred Inboxes, and My
Tickets.
There are various tickets statuses that
you will see within these inboxes:
- New – These are tickets that
are new and haven’t been responded to
yet.
- Assigned – These are tickets
that have been assigned to other
users.
- Waiting on customer – You’ve
done your part, now you’re waiting on
a reply from the customer. This shows
you how many tickets are currently
waiting on a reply.
- On-hold – Shows the current
number of tickets that are on hold.
You can place a ticket on hold in the
event that you need to do something
for a customer.
- Solved – These are tickets that
are marked as solved. Once a ticket
has been marked as solved, the
customer will then get a happiness
rating widget to let you know how you
did.
- Closed – These are tickets that
are marked as closed. Sometimes a
customer may just be dropping you a
line of thanks or feedback which
doesn’t require you to do anything
(except maybe say "thanks"). There is
no need to mark these tickets as
solved, so mark them closed.
- Spam – From time to time, spam
may end up in your inbox. You don’t
need those, so do the right thing and
mark these tickets as
spam.
- Custom - If you have any custom
statuses set up, and those
statuses are currently in use on
tickets, you will also see subsections
for each of those statuses.
You can expand and shrink the
left navigation pane by dragging the right
side of the pane to a new position. Using
the arrow at the top of the pane, you can
also collapse the pane completely.
đź“ť In Teamwork Desk's
navigation
redesign, currently in early
release, the
status
groups have moved to a secondary
horizontal navigation for Starred
Inboxes, My Tickets,
Custom Views (aka smart
inboxes), Individual
inboxes, and Training
Wheels.
Previewing tickets
When viewing a list of tickets in
any of the inbox subsections of the Tickets
area, you can quickly preview individual
tickets.
Hover over the relevant ticket and
click the preview icon to the right of the
ticket subject. A quick view will open on the
right with the individual ticket thread.
Creating a new ticket in an inbox
You can create a new
ticket directly from the
Tickets area of your site. In the top
right corner, click the Add
New button menu and
select New Ticket from the
dropdown.
Alternatively, expand one of the
inboxes in the left navigation pane and click
the Add ticket option.
For more information, see: Creating a New Ticket
or Message