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:
Outlined yellow star
An outlined yellow star 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.
Round tick
This icon shows up when you have 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.
Square tick
The square tick icon indicates that any agent has responded to the ticket. It confirms that the customer has received a reply.
- When it appears: After any agent sends a reply
- Meaning: The ticket has a response, but you may want to monitor it depending on ownership.
- Best use case: Useful in shared queues or collaborative environments to see what’s already been addressed.
Filled yellow star
A filled yellow star icon shows 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
Outlined star
New ticket, not yet responded to
Yes – respond
Round tick
You have replied to the ticket
No
Square tick
An agent has replied to the ticket
Monitor if needed
Filled star
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.
