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KnowledgeBase
Customer & Support
Turn customer emails and chats into tickets, reply, assign and resolve them, and set up mailboxes, the chat widget and permissions.
Customer & Support FAQ & Troubleshooting: Fix Common Ticket, Email, Chat and Permission Problems
Answers to the questions support teams ask most: why emails don’t become tickets, why customers don’t get replies or notifications, why tickets reopen or close on their own, why agents can’t see tickets, and how to fix each one step by step.
Record a Reply for Customers Without Email: Log Phone and In-Person Answers on a Ticket (Step-by-Step)
When a customer has no email address, Reply is replaced by Record reply. Learn how to log what you told the customer by phone or in person on the ticket, how it differs from an internal note, and how to switch to email replies later.
Bulk Actions on Tickets: Select Several Tickets and Update Them Together (Step-by-Step)
Save time by updating many tickets at once: change status or priority, assign an agent, mark tickets read or unread, and use Mass Update, Export and Delete for selected tickets in the Tickets module.
