Views, statuses and assigning
Updated
The ticket list is split into views, so everyone can see what needs an owner, what's theirs and what's waiting on a customer.
Views
| View | What's in it |
|---|---|
| Unassigned | Open and pending tickets nobody owns yet |
| Mine | Open and pending tickets assigned to you |
| All open | Every open and pending ticket |
| Pending | Tickets waiting on the customer |
| Resolved | Resolved and closed tickets |
Each view shows a count. Above the list you can search by subject, customer or ticket number, and filter by priority.
Statuses
- Open. Someone on your team needs to act.
- Pending. You've replied and the next move is the customer's.
- Resolved. The question is answered.
- Closed. Done and filed away.
Change the status in the ticket details panel, or use the send button: Send & mark pending and Send & resolve reply and move the ticket in one step. Bancroft remembers the send option you used last.
When a customer replies to a pending, resolved or closed ticket, it opens again, so nothing slips through.
Assigning
Pick a teammate under Assignee in the ticket details, or press A to take the ticket yourself. The assignee gets an email letting them know.
A good habit: work from Unassigned, take a ticket with A, answer it, then press E to resolve it and jump to the next one.
Priority and tags
Set a priority of Low, Normal, High or Urgent in the ticket details. Filter the list by priority to see what's most pressing.
Tags group tickets by topic, like "billing" or "bug". In the ticket details, type a tag's name to add it, or create a new one.
Find a ticket fast
Press ⌘K (Ctrl+K on Windows) to search tickets and customers from anywhere. Type a ticket number, like #1042, to jump straight to it.