Resources for working with tickets


As an agent, your primary responsibility is to solve your customers' support requests. To do that, you work with tickets, which can arrive in various ways such as the help center request form, email, telephone, messaging, or social media such as X and Facebook. The options your customers have for requesting support are calledchannels. Your account determines which channels are included.


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As an agent, your primary responsibility is to solve your customers' support
requests. To do that, you work with tickets, which can arrive in various
ways such as the help center request form, email, telephone, messaging, or
social media such as X and Facebook. The options your customers have for
requesting support are called channels. Your account determines which
channels are included.
Depending on how you manage your ticket workflow, you might manually select
tickets for yourself, or tickets might be automatically assigned using
omnichannel routing or business rules.
To learn more about working with tickets, see these articles:
Using Agent Home to
manage your work efficiently
Accessing your views
of tickets
Updating and solving
tickets
Using Play
mode
Avoiding agent
collision
Adding comments to
tickets
Adding attachments to
ticket comments


You can also refer to Ticket basics articles in the Agent
guide and check out the series of free agent training courses.

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