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.
In addition, Desk365 also displays channel icons that indicate where each ticket originated from, giving agents more context while handling requests.
Below is a detailed explanation of each icon you’ll see in Desk365, and what it indicates:
Understanding the ticket update icons in Desk365
Purple ticket icon
The purple ticket 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.
Chat icon
The chat 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.
Understanding channel icons in Desk365
Along with ticket update indicators, Desk365 also displays channel icons to show where each ticket originated from. This helps agents quickly understand the context of the request and respond accordingly.
Here’s what each channel icon represents:
Support Portal
Indicates that the ticket was created through the support portal by a user submitting a ticket form.
Microsoft Teams
Indicates that the ticket was created via Microsoft Teams Support Bot, typically through the Desk365 Bot.
Shows that the ticket originated from an incoming email sent to your support email address.
AI
Represents tickets generated or initiated through interactions with the AI Agent.
Phone
Represents tickets logged manually by agents from within the agent portal.
Web Form
Indicates that the ticket was submitted through a web form embedded on your website.
Web Widget
Indicates that the ticket was submitted through the embedded Desk365 web widget on your website, using the on-page contact form.
API
Shows that the ticket was created programmatically via API.
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.
