Ticket Management#

Effectively manage customer conversations with CommFlow's powerful ticket management system.

Ticket Lifecycle#

Ticket Statuses#

Every ticket moves through these statuses:

Status Transitions#

New Ticket → Open → Pending → Resolved → Closed
                ↑       ↓
                ← ← ← ← ←  (Customer replies)

When a customer replies to a Pending or Resolved ticket, it automatically reopens.

Working with Tickets#

Viewing Tickets#

Access tickets from the Inbox section:

Default Views:

• All Tickets - Every ticket in the inbox
• My Tickets - Assigned to you
• Unassigned - Needs assignment
• Open - Active tickets
• Pending - Awaiting customer response
• Resolved - Recently resolved

Ticket Details Panel#

Click a ticket to see:

1. Conversation Thread - Full message history
2. Customer Info - Contact details, history
3. Ticket Properties - Status, priority, assignee
4. Internal Notes - Team-only comments
5. Activity Log - All changes and events

Assignment & Ownership#

Manual Assignment#

Assign tickets to team members:

1. Open the ticket
2. Click the Assignee field
3. Select a team member
4. They'll be notified of the assignment

Auto-Assignment Rules#

Set up automatic assignment in Settings > Inbox > Assignment Rules:

Round-Robin: Distribute tickets evenly across available agents.

Load-Based: Assign to agent with fewest open tickets.

Skill-Based: Route based on ticket properties:

• Topic → Specialist
• Language → Native speaker
• Priority → Senior agent

Workload Management#

Monitor team workload:

• View tickets per agent
• See open ticket counts
• Track response times
• Balance distribution

Priority Levels#

Setting Priority#

Priority affects:

• SLA timers
• Notification urgency
• Queue ordering

Auto-Priority Rules#

Automatically set priority based on:

• Keywords in subject/message
• Customer tier (VIP customers)
• Channel (email vs. chat)
• Business rules

Labels & Tags#

Using Labels#

Organize tickets with labels:

1. Open a ticket
2. Click Add Label
3. Select existing or create new
4. Labels appear on ticket cards

Example Labels:

• bug - Technical issues
• billing - Payment questions
• feature-request - Enhancement requests
• urgent - Needs immediate attention
• vip - Important customers

Filtering by Labels#

1. Click the filter icon
2. Select Labels
3. Choose one or more labels
4. View filtered results

Bulk Actions#

Selecting Multiple Tickets#

1. Check the box next to tickets
2. Or use Select All checkbox
3. Action bar appears at top

Available Bulk Actions#

Internal Notes#

Adding Notes#

Share information with your team without the customer seeing:

1. Open a ticket
2. Click Internal Notes tab
3. Type your note
4. @mention colleagues if needed
5. Click Add Note

Note Use Cases#

• Document troubleshooting steps
• Leave context for other agents
• Record customer background
• Track internal decisions
• Escalation notes

Merging Tickets#

When to Merge#

Combine tickets when:

• Same customer, same issue
• Duplicate submissions
• Related conversations

How to Merge#

1. Open the primary ticket
2. Click ... menu
3. Select Merge Ticket
4. Search for ticket to merge
5. Confirm merge

The merged ticket's history is preserved in the primary ticket.

Ticket Views & Filters#

Custom Views#

Create saved views for common filters:

1. Apply your filters
2. Click Save View
3. Name your view
4. Access from sidebar

Example Views:

• "My Urgent Tickets"
• "Unassigned High Priority"
• "Billing Issues"
• "This Week's Resolved"

Filter Options#

Search#

Find tickets quickly:

# Search examples
billing issue           # Keywords in subject/body
from:john@example.com   # Specific customer
status:open priority:high  # Multiple filters
label:bug               # By label

Collaborators#

Adding Collaborators#

Loop in team members without reassigning:

1. Open ticket
2. Click Add Collaborator
3. Select team members
4. They can view and respond

Collaborator Permissions#

Collaborators can:

• View full conversation
• Add internal notes
• Suggest responses
• View customer info

Collaborators cannot:

• Reassign the ticket
• Change status
• Delete the ticket

Automation Rules#

Setting Up Rules#

Automate common actions in Settings > Inbox > Automation:

Example Rules:

Auto-Label by Keyword:

IF subject contains "refund"
THEN add label "billing"
AND set priority "high"

Auto-Assign by Channel:

IF channel is "chat"
THEN assign to "Support Team"

Auto-Close Inactive:

IF status is "pending"
AND no response for 7 days
THEN change status to "closed"
AND send auto-reply

Email Integration#

Receiving Emails#

Connect your support email:

1. Go to Settings > Inbox > Email
2. Add your support email address
3. Configure forwarding or IMAP
4. Emails become tickets automatically

Sending Replies#

Reply to tickets via email interface:

1. Open ticket
2. Compose your response
3. Click Send
4. Customer receives email from your support address

Email Signatures#

Set up consistent signatures:

1. Go to Settings > Inbox > Signatures
2. Create signature template
3. Use variables: {{agent.name}}, {{agent.title}}

Next Steps#

• SLA Configuration - Set up response time goals
• Inbox Overview - Return to overview