Wix Answers Help Center

Multi-Channel Ticketing System

Navigating the Main Tickets Page

Navigating the Main Tickets Page

Saving Custom Views in One Inbox

Editing a View automatically saves the changes to your personal profile. "Edited" appears next to the View's name and the next time you access it, your changes will still be in place. If you want other team mem

Searching for Tickets

Quickly locate specific tickets from the search field at the top of your ticket list(s). You can search by ticket number, email address, or keywords that appear in the subject, description, replies, and interna

Sorting Your Ticket Lists

Choose the sorting method on your ticket lists that works best for you. Sort tickets by oldest first, newest reply, highest priority, closest response SLA breach, or closest to end of snooze. The sorting option

Working With Spam Tickets

You can mark or unmark tickets as spam to exclude or include them from your ticket lists. If you want to include spam tickets or show only spam tickets within a View, you can edit the Spam filter included in ea

Viewing a Ticket in Your Help Center

You can view a ticket in your Help Center to see how it appears to the ticket owner in their My Profile page. You can then copy the URL and send it to your customer in case they need to reply to a different tic

Adding the "Replied by" Filter to Ticket Views

Add the "Replied by" filter to Views to show tickets that were replied to by specific agents, by any agents, or by no one at all. To add the "Replied by" filter to a View: Click the One Inbox icon in the sid

Filtering Your Ticket Lists by Ticket Status

Show only tickets in the specific statuses you choose by filtering your ticket lists by status. Changes you make to the Status filter save to your personal profile. They apply to all other Views you select exce

Viewing Tickets by Satisfaction Rate

Customers can rate resolved ticket replies as "helpful" or "not helpful." Add the Satisfaction filter to any view on your Tickets List to see tickets with rated replies. The more feedback you can gather about

Adding the "Source" Filter to Ticket Views

Add the "Source" filter to a View to show tickets that were created from specific support channels. To add the "Source" filter to a View: Click the One Inbox icon in the side panel on the left. (Optional) C

Adding the Countries Filter to Ticket Views

Add the Countries filter to Views to show tickets submitted from a specific region. When your customer submits a ticket, their IP address determines the ticket's country of origin. Note:If a customer masks thei

Viewing Tickets Linked to Specific Articles or Categories

Add the "Related to Article/Category" filter to see tickets linked to specific articles or articles from specific categories. This is a great way to gain insights into the reasons why customers contact you abou

Viewing Tickets Created or Updated Within a Date Range

Add the "Date Created/Updated" filter to see tickets created or updated within a date range. To view tickets created or updated within a date range: Click the One Inbox icon in the side panel on the left. (

Adding the "Assigned to/by" Filter to Views

Add the "Assigned to/by" filter to show only tickets assigned to specific agents or groups, assigned from specific agents, or unassigned tickets. To add the "Assigned to/by" filter: Click the One Inbox icon

Filtering Your Ticket Lists by Labels

Add the "Labels" filter to see tickets that either have or do not have specific labels. To filter your ticket lists by labels: Click the One Inbox icon in the side panel on the left. (Optional) Click the L

Filtering Your Ticket Lists by Priority

Add the "Priority" filter to Views to show tickets based on their priority levels. Tips: You can also sort your ticket lists to show tickets with the highest priority at the top. Use Automatic Actions to set

Viewing Tickets by Language

Select a language from the top of your Views panel to show tickets from a specific language. To view tickets by language: Click the One Inbox icon in the side panel on the left. Click the Language icon at

Adding Call Center Filters in One Inbox

Add call center filters to Views to show or hide tickets by queue, line, status, agent, and more. Note:Adding call filters delays some real-time updates to the ticket lists by 30-60 seconds.To add call center f

Adding Custom Field Filters to Ticket Views

Add custom field filters to Views to show or hide tickets by their custom field values. Note:Adding custom field filters delay some real-time updates to the ticket lists by 30-60 seconds. To add custom field fi

Adding the "Received from / Sent to" Filter to Ticket Views

Show tickets received from or sent to specific customers or companies in One Inbox. Add the "Received from / Sent to" filter to a View, then choose the contacts or companies in which you'd like to view tickets.

Viewing Tickets by Survey Satisfaction Rating

View tickets by satisfaction survey results to gain perspective on your customers' experiences. Add the Satisfaction Rating filter to Views to show tickets rated by customers as Positive, Neutral, or Negative.T

Adding Filters to Views in One Inbox

Use filters to create custom Views in One Inbox that display tickets based on conditions you define. Choose from ticket, agent, call, or custom field filters to tailor your ticket lists for you and your team. C

Previewing Tickets in Your Ticket Lists

Use ticket previews to quickly gain valuable information about tickets before selecting them. Understanding how to use each component of the Ticket Preview panel helps you select the most relevant tickets for y

Creating and Editing Custom Ticket Views in One Inbox

Views are private or shared sets of conditions that define which tickets appear in the ticket lists and the order in which they appear. You can create new Views from scratch or duplicate existing Views and edit