Closing and Reopening Tickets

When and how to close tickets, and what happens if a ticket is reopened.

Assigning Tickets to Agents

How to assign tickets to yourself or other agents to manage workload efficiently.

Using Ticket Statuses Effectively

Learn how statuses like Open, Pending, and Resolved affect ticket workflows.

Creating and Replying to Tickets

How to create tickets manually and respond to customer messages.

What Is a Ticket?

An explanation of tickets and how customer requests are converted into conversations.