Work your ticket queue
Filter by status, sort by priority, log tickets by hand, and update many at once.
Included with TrilliOne Business and TrilliOne Pro
Open Tickets. Tickets are sorted by priority, then oldest first, so the most important, longest-waiting request is always on top. Tickets never show up in your Trillitask briefing or on Today.
Filters
- Open (the default), In progress, Active (open and in progress), Resolved, Closed and All.
- Pending: tickets waiting for a first-time sender to confirm their email. See Keep spam out.
- All portals: if you run more than one help page, show one at a time.
Priority
Every ticket has a priority from P1 to P10: P1–2 Low, P3–4 Normal, P5–6 Medium, P7–8 High, P9–10 Urgent.
Log a ticket yourself
Type in Log a new ticket…, choose a priority and click Log. The assistant in Trillitask can also create and find tickets for you.
Update several at once
Tick the checkboxes (or Select all), then use Set status… or Delete.
Open a ticket
Click a ticket’s title. It has three tabs: Conversation, Notes and Details. Edit the title by clicking it, and change the status from the pill at the top. Customer portal ↗ opens the customer’s own page for the ticket.
In a team workspace, everyone with access works the same queue: use Created by me / All team at the top to switch between the tickets you started and the whole team’s. What each person can do (reply, close, delete) is set in team permissions.