Open a ticket

Press + New Ticket.

Type the Subject. Choose the Customer and the Contact. For somebody who is not on file, tick Ticket without a contact — somebody who is not on file.

Choose the Department, the Channel, the Priority and the Service. Assign ticket says who will answer it.

Write the Ticket body. Once the customer or the contact is chosen, Flowrica can draft the message with you. Insert a link to an article adds a knowledge base article the customer can open.

Add Tags and Attachments if you need them, and press Open ticket.

Answer it

Press the ticket's subject in the list.

Read The promise on this ticket: it says when the Response due and the Resolution due fall, and whether the ticket was Answered.

On the Add reply tab, write the answer. Type @ to mention a colleague. Add Attachments if needed.

Choose the Ticket status the ticket should have after your reply. Tick Assign this ticket to me automatically or Return to ticket list after response is submitted if you want them.

Press Add reply.

When nobody holds the ticket, Flowrica suggests who should take it and offers Apply in the form. Nothing changes until you press Save.

A ticket's page: the promise, the ticket information and the Add reply tab

The ticket's page

On the side are the Ticket information (subject, contact, department, service, project and Tags), with Save, and the Customer rating. In the head, Ask Flowrica answers questions about this ticket, and More holds Print sheet, Merge ticket and Archive.

Tab	What it is for
Add reply	The ticket's body, the replies, and the box to write a new reply.
Add note	A note for the team. The customer does not see it.
Reminders	Reminders about this ticket.
Files	The ticket's files.
Other tickets	The same customer's other tickets.
Tasks	Tasks made from this ticket.
Activity log	Everything that happened on the ticket.

The list

The views are All tickets, Open, Closed, Breached only (the promise was missed) and Archived. + Save current filters as a view keeps your own view. Each row shows the Subject, the Channel, the Department, the Service, when it was Created, the Contact, the Status and the Priority. Search tickets finds one. Export, Print — opens the PDF and ⚙ Columns work on the table.

The Support list: the views, the figures and the tickets

Live Chat

Live Chat is the next screen on the bar. It lists the conversations from your website's chat: Waiting, Mine, Open and Closed. Choose a conversation from the list to answer it. New messages show within a few seconds.

Flowrica on this screen

Press Guide me and Flowrica points at each part of the screen. She can open a ticket or write an article with you, one question at a time. You can ask her, for example, “How many tickets are open?”.

Next: Knowledge base

Open and answer a ticket