Ticket details
When viewing the tickets list, click a specific ticket to go into the ticket details.Display elements in the ticket details:
- The top toolbar – allows you to perform actions for this ticket.
- The sidebar on the right – shows To/Cc recipients, ticket details, and other followers.
- The main window – shows the ticket posts.
- The bottom toolbar – where you can click to post a public reply or an internal note.
Ticket sidebar
The sidebar on the right area of the ticket details page shows the following:
Contact/To recipient (usually your customer) – The main contact for this ticket is the person listed as the To recipient. The contact appears at the top of the sidebar. Click the name to navigate to the contact details page, or hover over it to open a popover window. Click Change to change the Contact, Account or Asset.
Account – The company or organization associated with the ticket, typically the customer you’re servicing. Click the name to navigate to the account details page, or hover over it to open a popover window . Click Change to change the Account, Asset, or Contact.
Asset The asset associated with the ticket. Click the name to navigate to the asset details page.
Ticket status – The ticket status can be open or closed. You can change the status from the top toolbar
Ticket priority – A ticket can be regular or with priority. To update the priority, use the top toolbar.
Assignee – the user who is in charge of this ticket. You can reassign to someone else, or take the ticket and assign it to yourself, from the top toolbar.
Due date – Use this option to set or edit the ticket’s due date.
Ticket Team – to update the team, use the top toolbar.
Cc recipients – Lists who will Cc’d on messages sent for this ticket. You can hover over the contact to open a popover window and perform actions, and click Manage to edit the list and add/remove Cc recipients.
Followers – the followers are users who will receive email notifications when this ticket is updated, and the ticket will be pushed into their inbox. To update the followers list click Manage, or use the Follow link which will add yourself to the list.
Notes – Add or edit free-text notes related to this ticket, making them quickly accessible.
Apps & Integrations – Replypad integrates with several apps and offers additional internal apps that display and allow you to manage extra information directly in the ticket’s sidebar, right where you need it. Available apps and integrations include:
Actions you can perform from the toolbar
The options that are available from the ticket’s top-toolbar are (click the links for deeper understanding of each option):Change Status – Using the drop-down menu, you can change the ticket status. Options vary according to the current status and your role in the ticket. Refer to ticket status for further information on status flow.
Possible status options are :
Close – Only close the ticket. No action is performed in the inbox.
Open – If the ticket is closed, this will reopen the ticket.
Dismiss or show in inbox – Using the status drop-down menu, you can also control whether the ticket is displayed in your inbox. Options vary according to the current status and your role in the ticket. Refer to ticket status for further information on status flow.
Possible inbox options are :
Dismiss – Remove from your own inbox. This is useful when you are responsible for the ticket and you do not need to do any actions on it.
Show in My Inbox – will appear if this ticket is not in your inbox at the moment, either because it is not being followed by you or assigned to you, or because you dismissed it from your inbox.
Snooze ticket (‘clock’ icon) – will snooze the ticket and will push it into your inbox when time is due.
Assign or Take It – will reassign the ticket according to your selection.
Team – Will set the selected team to the ticket.
Star– Stars the ticket with the selected star.
Label – Will set the selected label to the ticket.
Timer – Starts a timer for the ticket.
Set Priority– Will set high priority to the ticket, and show a red arrow next to the subject.
From the More menu options:
Mark as Read/Unread – Will mark the ticket as read or unread depending on the current status.
Follow / Unfollow tickets. This will add you or remove you as a follower from the tickets you select in the list.
Cc Me – Will add your own user as Cc for this ticket.
Add/Remove from team inbox– Will explicitly add a closed ticket to the team inbox. Closed tickets that appear in the team inbox can later be removed only using this “remove” option.
Edit subject – editing the subject will change the subject of future messages that will be sent for this ticket. Please notice that this may affect the way the ticket is shown in other email clients outside of Replypad, so edit the subject only in cases it is really required.
Change mailbox – The mailbox is the address shown as the “From” email address of the message sent for this ticket. This option will appear only if there is more than a single Mailbox defined for your workspace.
Add to calendar– Adds the ticket to your Microsoft 365 or Google Calendar, creating an event with the ticket details and a link back to the ticket in your Replypad workspace.
Mark for dispatch / Remove from dispatch– Adds or removes the ticket from the ‘For Dispatch’ list of pending tickets awaiting scheduling.
Forward ticket – Starts a new ticket by copying information from the existing one.
Delete – will move the ticket to the Trash.
Delete and Report Spam – will move the ticket to the Trash and mark it as as Spam.
- Working with My Inbox for options available from a list.
- Working with Team Inbox for options available from a list.
- Ticket posts interface for options available within a specific post.