Within Teamwork Desk, you can review tickets
submitted by agents enrolled in Training
Wheels.
Note: Training Wheels is available on the Premium plan and above.
When an agent's ticket
has been selected for review, the ticket will
be added to the Needs
Review section of your Tickets
area.
The ticket will not be sent to the
customer until it has been reviewed
successfully. It will remain active, and only
change to waiting on customer once the reply
has been sent.
In the Needs Review list, select the
ticket you want to review to open the ticket
thread.
Note: Replies to tickets, new tickets created, and forwarded messages will be included for review.
At the top of the ticket, you will
see a note with the review status of the
ticket alerting you that it is currently
pending review.
Click the Jump to
response link to navigate
directly to the individual reply requiring
review.
The review status is also shown in a
colored label to the right of the individual
reply.
At the bottom of the reply, you will
see three review options.
- Accept & Send - accept the agent's
reply and send it to the customer on their
behalf.
- Edit & Send - make edits to the reply
yourself and send it to the customer on
the agent's behalf.
- Request Changes - add an internal note for
the agent requesting changes to the
reply.
Note: Only site administrators or agents with permission to
review tickets can use this feature.
Ticket
options
To the right of the ticket reply,
above the review status, you can select the
three dots to access some additional
options.
- Permalink - copy a link to the individual
thread
- Edit message - update the agent's
reply
- Delete message - delete the message from
the ticket thread
For accepted replies, you will also
have the option to forward the thread.
Note: The agent in
training will not have the option to delete
the message.
For more information, see: Enabling Training Wheels for Your Site