Everything about handling tickets day to day — replying, using notes and templates, organising your queue with Now and Later, and automating repetitive work with support hours, auto-close, auto-reply, snooze, and scheduled sends.
In this section
- Add an internal note
- Assign a ticket to an agent
- Automatically close idle tickets
- Create and manage ticket types
- Create and use reply templates
- Organize your queue with Now and Later
- Reply to a ticket
- Schedule a reply to send later
- Search and filter your tickets
- Set up auto-reply and away mode
- Set your support hours (availability)
- Snooze a ticket until later
- Summarize a long ticket with AI
- Ticket statuses explained