Everything about handling tickets day to day — replying, using notes and templates, organizing your queue with Now and Later, and automating repetitive work with support hours, auto-close, auto-reply, snooze, and scheduled sends.
Articles 14
- Add an internal note
Learn how to write private notes in tickets that only agents can see, using the Note mode in the composer instead of Reply mode.
- Assign a ticket to an agent
Learn how to assign tickets to specific agents using the dropdown in the ticket header, which saves instantly and notifies the assignee.
- Automatically close idle tickets
Learn how to automatically close Open tickets that have been waiting in Later for a set number of days without customer response, and optionally email customers when their tickets are closed.
- Create and manage ticket types
Learn how to create, rename, recolor, reorder, and delete ticket types in your workspace. Admins and owners can manage these categories from the Types tab in Settings.
- Create and use reply templates
Learn how to create shared reply templates with automatic customer name and ticket number insertion, and use them to quickly respond to support tickets.
- Organize your queue with Now and Later
Use the Now and Later toggle to organize your Open tickets by who needs to act next, keeping your queue focused on tickets requiring immediate attention versus those awaiting customer responses.
- Reply to a ticket
Learn how to open a ticket, compose and send a reply to a customer, and optionally close the ticket window automatically after sending.
- Schedule a reply to send later
Write a reply now and schedule it to send automatically during your next support hours instead of immediately. Use this to respond outside business hours.
- Search and filter your tickets
Learn how to use free-text search and filter chips to find specific tickets by subject, customer, type, priority, and agent, or filter from the ticket list itself.
- Set up auto-reply and away mode
Learn how to set up automatic acknowledgment messages for new tickets and configure an away message for when you're out of the office during a specific date range.
- Set your support hours (availability)
Learn how to set your team's support hours in Availability settings, which control when your team is available and power features like the AI instant-answer follow-up promise and Schedule send.
- Snooze a ticket until later
Learn how to snooze a ticket to temporarily set it aside without sending a message, moving it to Later and having it return to Now the next day.
- Summarize a long ticket with AI
Learn how to use the AI Summarize button to automatically generate a recap of long ticket conversations as private notes, helping you catch up quickly without rereading the entire thread.
- Ticket statuses explained
Learn the two main statuses for tickets in Essential Support—Open and Closed—and how the Now/Later split within Open tickets tracks who needs to act next.