In the Contact Center, you manage all incoming tickets from email, chat, and telephony in one place. This article explains how you, as an agent, work in the ticket overview and your workspace, and how you, as a supervisor, manage channels and agents.

Ticket Overview

In the ticket overview, you can see all incoming tickets from your channels. Here you get a clear overview of the status, subject, channel, and assigned agent. You can also choose which columns to display, filter by channel, and group tickets by status, channel, or assignment.

Filter the View

1. Click the Eye icon.
2. Select which tickets you want to view — for example, based on status, channel, assigned agent, or watchlist.
3. You can also choose to show or hide columns such as "Contact", "Assigned", "Channel", or "Last Updated".
4. Click the Eclipse menu (three dots).
5. To quickly find the right tickets, you can also group them by assignment, status, channel, or contact.

My Workspace

In "My Workspace", you control which tickets appear in your view. Here you can manage how new tickets are assigned, what happens when statuses change, whether new tickets are added automatically, and whether watched tickets appear when there’s new activity.

How to Customize Your Workspace

1. Open the Eclipse menu (three dots) for My Workspace.
2. Under New tickets, choose which types should be shown, for example chat or email tickets.
3. Under Status Changes, set whether tickets should be removed from the workspace when they are marked as "Resolved", "Pending", or "Parked".
4. Under Assignment Changes, decide whether tickets assigned to you should automatically appear in your workspace.
5. Finally, you can choose whether watched tickets should appear when something new happens in them.

Tip: Click "Default" to reset to the original settings if you want to start over.

Managing tickets

When you open a ticket, you’ll see all details on the right, including channel, status, contact, and assigned agent. From here, you can communicate with the customer, leave internal notes, and update the status.

Replying to a ticket

1. Click the ticket in the list to open it.
2. Choose whether you want to reply via email or write an internal note.
3. You can use quick actions to create a new message, open previous replies, or use a canned response.
4. When you send your reply, you can also set the ticket status — for example, to "Pending", "Parked", "Resolved", or "Open".

Tip: Use internal comments when collaborating with colleagues. They are not visible to the customer, and you can easily mention a colleague by typing @ followed by their name.

Ticket Details

Each ticket contains information to help you stay organized:

• Workspace: Add to / remove from workspace
• Contact: The person the ticket concerns.
• Title: A short description of the ticket.
• Ticket Number: A unique ID created automatically.
• Channel: The channel the ticket came from. Click the arrow to move a ticket to another channel.
• Assigned Agent: Who is responsible for the ticket.
• Status: Whether the ticket is open, pending, parked, or resolved.
• Watch: Follow a ticket to get updates even if it’s handled by someone else.
• Related tickets: View other tickets the same customer has had and merge them if needed.

Tip: You can quickly create a new ticket by clicking Create ticket and selecting the channel, contact, and title for the ticket.