Support desk and knowledge operations
Triage tickets, assign ownership, manage service channels and workload, meet SLA policy, and maintain the help centre.
- Triage the inboxOpen All Tickets or the ticket inbox, filter the queue and inspect priority, status, department, channel and current owner.
- Assign and classifySet the appropriate agent, department, priority, tags and ticket fields. Use workload views to balance assignments and follow escalation rules.
- Respond and coordinateReply from the ticket workspace, add internal notes or participants as appropriate, and use approved macros or agent-assist suggestions only after review.
- Track service commitmentsCheck SLA and escalation state, use reports or schedules for queue trends, and record worklogs or scheduled actions where the ticket requires follow-up.
- Resolve and improveUpdate the ticket to its correct terminal state, then link or publish a reviewed knowledge-base article when it will help future customers.
Inbox, channels and ticket detail
All Tickets and the Inbox provide the staff queue; the ticket workspace is the place to read the history and change status, priority, assignment and replies. Departments define supported contact channels such as web, email, chat, voice, SMS and social or collaboration channels. This is channel classification and routing; it does not imply that a built-in voice calling or live chat console is present. Confirm the channel on the ticket and use its configured reply path. Customer-visible replies are distinct from internal notes.
- Filter the inbox and open the ticket; confirm its department, channel, customer context and current status.
- Assign an available owner and set priority or classification using the ticket controls.
- Add a public reply or internal note deliberately, then confirm it appears in the correct part of the conversation.
Assignment and workload
Ticket actions support direct assignment, rebalancing when an owner is unavailable, bulk actions and workload views. Enterprise ticket functions include watchers and participants, presence, tags, linked tickets, macros and saved views. Use workload data to distribute work fairly, and avoid assigning a ticket to someone who is unavailable. A watcher follows progress; a participant has a different role in the ticket conversation. Verify assignment after any bulk change because a filter can select more records than the visible page.
- Review the ticket workload and current agent capacity before selecting an owner.
- Use assignment or rebalance controls and check the selected ticket set before bulk submission.
- Re-open the ticket and confirm its owner, watchers, participants and tags are correct.
SLA, escalation and follow-up
Enterprise Operations includes SLA policy management; ticket controls also include escalation rules, scheduled actions, worklogs and escalation. Configure or update a policy only with the approved targets and department scope. On an active ticket, inspect due or escalation state and follow the policy rather than leaving a missed target unrecorded. A scheduled action is a follow-up, not a substitute for resolving a current urgent issue. Reports provide workload and trend information and can be exported or scheduled.
- Check the ticket’s applicable department and SLA/escalation state before responding.
- Use the escalation or scheduled-action controls with an owner and due point that match policy.
- Review ticket reports and workload after changes; confirm schedules and exports are available to the intended team.
Replies, macros and collaboration
The workspace supports replies, reply editing or restoration under applicable controls, ticket locking, customer-reply blocking, pinning, merge and split. Use merge for duplicate conversations and split when issues need independent handling, checking links before confirming. Macros can be previewed and applied, but review their text and fields before sending. Agent Assist produces a suggestion that requires review before it is applied. Approvals, tasks and worklogs support controlled coordination; preserve a clear timeline and avoid exposing internal notes to customers.
- Read the full thread and preview a macro or agent-assist suggestion before using it.
- Create the necessary task, approval, worklog or linked conversation and assign its owner.
- Verify the customer-visible message, internal history and resulting status after submission.
Knowledge base and ticket templates
Knowledge Base management supports categories and articles with draft/edit, review submission, approval, rejection, publication, unpublishing, archive and restore flows. Articles can include SEO title and description. Keep an article accurate, localised where the editor supports it, and free of private customer details. Ticket templates and custom fields standardise intake; classification and field definitions should help triage without requesting unnecessary personal information. Link a relevant approved article to a ticket rather than publishing an unreviewed answer.
- Draft the article in its category, complete its content and metadata, then submit it for review.
- Use the review decision and publish controls only after accuracy and privacy checks pass.
- Link the approved article to the ticket and confirm that the customer-facing reference opens correctly.
Reporting, privacy and troubleshooting
Ticket reports and workload views can be filtered and exported; report schedules may be created and removed. Exports can contain personal information, so share them only with authorised recipients. Tickets support legal hold, privacy requests and an approval/rejection/restore flow for privacy actions. Do not delete a reply or release a hold casually; follow the privacy and retention authority. If a ticket save fails, check required fields, assignment eligibility and status transitions. For channel delivery problems, verify the department channel configuration and integration health rather than repeatedly sending replies.
- Use the narrowest report filters and choose a signed export only for an authorised operational need.
- Handle legal holds and privacy requests through their dedicated decision controls and approvals.
- For a failed update, read the error, verify configuration and current state, then retry once the cause is corrected.
Frequently asked questions
Does the channel label mean voice or chat is built into the dashboard?
Not necessarily. Departments can classify tickets by channel, but the label alone does not establish a separate live-call or chat console.
What is the difference between an internal note and a reply?
A reply is intended for the customer; an internal note is staff-only context. Choose deliberately and verify before submitting.
Can an agent-assist suggestion be sent automatically?
No. Review the suggestion before applying it to a ticket.
How do I publish a knowledge article?
Draft and submit it for review, then use the approval and publication flow available to your role.
How should duplicate tickets be handled?
Review both histories and use the merge workflow only when they represent the same issue; use split for distinct issues.
Can I freely export ticket reports?
Exports may contain personal data. Use narrow filters and share them only with authorised recipients.