If the admin has turned on basic time tracking then a new metabox will show up on the right hand side of the ticket. It will look similar to the following: Simply enter the Gross Time spent on the ticket (in the hh:mm:ss format), any notes and click the UPDATE TICKET button. You can update the Gross Time field anytime you… Continue reading Agent Functions: Track Time Spent On A Ticket (Basic)
Chapter: User Guide
Agent Functions: Add An Internal Note (Premium)
If you have purchased and installed the Private Notes add-on then you can add internal notes visible only to other agents. The button for this option is at the TOP of the ticket screen: When clicked, the ADD NOTE button will pop up a box to enter your notes: There are two options: Simply add the note Add… Continue reading Agent Functions: Add An Internal Note (Premium)
Agent Functions: Close A Ticket
To close a ticket, first you should navigate to the ticket – Navigate to your ticket. There are two ways to close a ticket: Close a ticket without issuing a reply In the ticket details metabox on the right side of the screen there is a small link called Close. Just click it and the ticket will… Continue reading Agent Functions: Close A Ticket
Agent Functions: Reply To A Ticket
To reply to a ticket, first you should navigate to the ticket – Navigate to your ticket. You should see a screen similar to this one: The reply area is located at the bottom of the ticket. Just type your reply to the ticket and click the REPLY button.
Agent Functions: Explore The Ticket Interface
An individual ticket screen consists of FIVE areas: The Ticket Title and URL (located at the very top of the ticket) The original request (opening post) from your customer/client (positioned just below the ticket title and url) The list of replies (located below the original request) The Reply Area (located at the bottom of the… Continue reading Agent Functions: Explore The Ticket Interface
Agent Functions: Navigate To A Ticket (View Ticket)
Before you can reply, update, close or perform other actions on a ticket, you must first find it and open it. Log in to ‘wp-admin’ – the URL is usually https://www.yourdomain.com/wp-admin. Click on the TICKETS->All Tickets option (TICKETS is the main menu option in the WordPress Admin menu located on the left side of the dashboard) –… Continue reading Agent Functions: Navigate To A Ticket (View Ticket)
Agent Functions: View All Tickets
All agents view and respond to tickets on WordPress’s admin (‘wp-admin’). To access the Tickets console: Log in to ‘wp-admin’ – the URL is usually https://www.yourdomain.com/wp-admin Click on the TICKETS->All Tickets option (TICKETS is the main menu option in the WordPress Admin menu located on the left side of the dashboard) Your tickets list should look similar… Continue reading Agent Functions: View All Tickets
Agent Functions: Manage The Ticket List
The video covers: Filtering and sorting the ticket list View closed tickets Filter tickets by department, priority, status and custom fields Filter tickets using more than one criteria View tickets that are waiting for a reply from an agent Sorting the ticket list Using custom views (if the Power-pack add-on is installed) Creating custom views… Continue reading Agent Functions: Manage The Ticket List
Basic Admin: Turn Off Ticket Assignment To An Agent
Temporarily Turn off Ticket Assignment To An Agent Open the agent’s user profile by going to USERS->All Users, navigating to the user profile and clicking the user name link. Scroll down until you get to the Awesome Support Preferences section. Uncheck the box labeled Can Be Assigned Click the Update User button. Permanently Turn Off Ticket Assignment To An Agent… Continue reading Basic Admin: Turn Off Ticket Assignment To An Agent
Basic Admin: Add An Agent
To add an agent to Awesome Support, all you have to do is add a regular use and grant them the Support Agent Role. Go to USERS->ADD User Fill in the requested user information In the Role field select Support Agent from the drop-down Click the Add New User button. Go to the USERS list again. Navigate to the new user you created and… Continue reading Basic Admin: Add An Agent