Replying to Tickets

How do I reply to a ticket?

When you open a ticket and scroll down, you will see a text box for replying to tickets. You can also press 'r' after opening a ticket and the cursor will be put in the reply box for you to reply.

How can we make sure two of us don't reply to the same ticket?

There are two indications that a ticket is being currently handled by another agent:

  • When you access a ticket which is already opened by another user, you will see a red alert in the bottom right corner of the ticket page that somebody else is also viewing it. At this point you can either comment on the ticket, contact your coworker to ensure they are handling it, or simply move on to the next ticket.

  • If a reply is currently in progress on a ticket, a symbol will appear beside the tickey information in the list, resembling a pencil. This is an indication that there is a draft reply in progress.

A ticket that I replied to disappeared off the listing. Where did it go?

Once you reply to a ticket, it will automatically be marked as answered and removed from the unanswered list for you to focus your attention on the rest. In SupportBee, there is no need for you to explicitly close a ticket. As you reply, the system will automatically mark the ticket answered and move it to the 'Answered' section as appropriate. If you need to access a ticket in-spite of having replied to it, scroll down to the section beneath the 'Unanswered' list. You can also find it in the 'All Tickets' section (in the left navigation menu). Or you can star it and it will be tracked under the 'My Ticket' section. For more information, see Ticket States.

Where can I access all the answered tickets?

The list of answered tickets will normally appear in the section beneath the unanswered tickets list. However, you can access all the tickets that have ever come into the system from the 'All Tickets' section. The answered/archived tickets have a blue background differentiating them from unanswered tickets. Note that this section will include tickets that are assigned to specific groups and agents and may be in progress.

What if a ticket does not need a reply?

In cases when a ticket does not need a reply for some reason, you can remove it from your queue by either marking it as spam or trash (when appropriate) or archiving it. For more information see Archive a Ticket.