How to Use Built-in Ticketing in Teams

Keep conversations actionable with automatic ticket creation, routed to the right agent, with full context available anytime a user comes back.

Manage all your follow-ups, progress, and due dates in one place. Our ticketing dashboard allows for clear tracking of all ongoing tickets.

Use the Tickets by Agent view to see who has open items, or which tickets need to be assigned for a follow-up.

Sort tickets by Agent, by priority, or tag to make sure you see what is relevant to you or your team members.

Ticket creation is fast and easy, you can assign tickets to either a specific agent, or a group of agents using the agent list feature.

Add tags, state, priority, due, date, contacts, and manage tickets using the comments and replies system.

Email updates can be configured to make sure your team is up to date.

Emails can be configured to be sent out when a ticket is created, assigned to a user or group, when team members comment on a ticket, or when tickets are updated/resolved.

Agents have the ability to view any active tickets for the user coming in for help, or create a new one in case they need a follow-up.

Agents have a fully-featured ticketing workspace where any details, links, screenshots or additional information can be included to give themselves or other team members full context on the end user and their query.