Knowledge Base

Within Teamwork Desk, you will have three different review options when reviewing a ticket via Training Wheels.

When an agent's reply is selected for review, you will see the review options at the bottom of the reply.

Choose the accept and send option when you are happy for the agent's reply to be sent to the customer. You will be presented with a confirmation modal before sending the message.

Once you click Send Message, you will be sending the agent's reply to the customer on the agent's behalf.

This option will remain available as long as the reply is under review.

This option allows you to directly edit the agent's reply yourself before sending it to the customer.

An embedded editor will open within the reply, populated with the agent's response and any previous threads in the ticket.

You can update the content of the agent's message before sending.

Once you click Send Message, you will be sending the edited agent reply to the customer on the agent's behalf.

The review status will automatically update to show that the review has been accepted.

At the bottom of the ticket, a confirmation that the ticket was successfully sent to the customer will also be visible.

The Save & Send option will remain available on a reply as long as the reply is under review.

When you request changes to a reply, an editor will open allowing you to leave an internal note embedded within the agent's reply.

 

Note: This note will be internal to members of your Teamwork Desk site, and will not be visible to the customer once the reply is sent.

Once you click Request changes, the agent will be notified and the ticket will appear in the reviewer's Changes Requested section.

Select the ticket from the list to open it.

The note at the top of the ticket will be updated to reflect the review status.

Both the reviewer and the agent will see the review status to the right of the ticket has updated to Changes Requested, as well as the internal note.

As the reviewer, you will also have options to edit your internal note as well as the existing review options at the bottom of the ticket.

The agent will instead have an option to Edit your reply below the internal note.

This will open the ticket editor allowing them to apply the relevant changes. Once they are happy with the changes, they can click Send to resubmit the reply for review.