Using Ticket Peek

Using Ticket Peek

Ticket Peek is a lightweight preview screen that helps agents respond to support tickets from the ticket listing page. When an agent peeks into a ticket, they can see every interaction the support team has had with the customer, as well as the ticket’s properties and any related articles from your KBase. Ticket Peek also provides collision detection to prevent multiple agents from replying or modifying a ticket at the same time.

Benefits of Ticket Peek
  • Reduces the number of clicks, it takes to view tickets and provide easier navigation between them.
  • Allows you to quickly verify the ticket contents before deleting it or marking as spam.
  • Agents, once they know the context of a ticket can use the Ticket Peek to send those incremental responses without opening the ticket details page.

      

To access the Ticket Peek:
  1. Click the Tickets module. 
  2. Open a Ticket List View from the left panel.
  3. Hover your mouse pointer on a ticket and click the Peek icon (  ).
    The ticket preview appears.

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