Efficient customer support relies heavily on staying up to date with ticket activity. To assist support agents and teams in managing their workload more effectively, Desk365 utilizes a set of intuitive visual ticket update icons. These icons provide a clear and immediate understanding of the status of each ticket, indicating where attention is required and what actions have already been taken.
Below is a detailed explanation of each icon you’ll see in Desk365, and what it indicates:
Purple ticket icon
The purple tick icon marks a new, unread ticket that hasn’t yet received a response. These are fresh requests from customers, waiting to be picked up and handled.
- When to expect it: When a new ticket is created and no one has responded yet.
- What it means: Action is required, respond to initiate the conversation.
- Use case: Prioritize these tickets to maintain prompt response times.
Green flag
This icon shows up when the you/support agent has responded to the ticket. It’s a quick visual cue that you’ve taken action, and no follow-up is needed from your end unless the customer replies again.
- When it appears: After you send a reply.
- Meaning: No further action is required from you unless the customer sends another message.
- Best use case: Great for tracking which tickets you’ve already handled.
Orange flag
The orange flag icon indicates that the customer has responded following the last reply from the support team. This indicates that the ticket now requires further attention and a follow-up message.
- When it appears: After the customer sends a new message in response to a previous reply from the support team.
- Meaning: Follow-up is necessary to continue the support conversation.
- Best use case: Helps in keeping ongoing conversations active and responsive until resolution.
Summary
Here’s a quick-reference table for the icons:
Icon
Meaning
Action needed
Purple ticket icon
New ticket, not yet responded to
Yes – respond
Green flag
An agent has replied to the ticket
Monitor if needed
Orange flag
Customer has replied, follow-up required
Yes – follow up
By understanding and utilizing these visual icons effectively, support teams can stay organized, reduce response times, and maintain a high standard of customer service. These indicators serve as a quick guide to assess ticket status and help ensure that no customer request goes unnoticed.
