Best Practices: Choosing a Ticket to Answer

The first step in replying to your customers' tickets is choosing which to answer. Consider the following steps when developing your own workflows.

Step 1 | Go to Your Tickets List

Your Tickets List is the hub where all your customers' questions from every source come together. 

Click the Tickets icon in the side panel to view the following features on your Tickets List:
  • Views: Filter your tickets using preset views and create your own custom views.
  • Ticket search: Enter search phrases such as customer email addresses or terms used on tickets to locate relevant tickets. 
  • Sort tickets: Click to sort tickets by newest or oldest first.
  • Language selector: Click to select the ticket language by which you'd like to filter your list.
  • Refresh: Click to refresh your Tickets List and view the most current results.
  • Ticket preview: View previews of tickets on the list and hover over for more details.

Step 2 | Select a View

Click a View on the left to preview its tickets. 
With views, you can start with preset ticket filters and customize then save them for future use. If you or other team members work on specific types of tickets, create and save views to easily access them later. 

Step 3 | Select a Language

Click All languages at the top right and select a language to only show tickets from one language.
If you or other team members speak a language in which you have limited agent resources, you should focus primarily on tickets from that language to reduce overall response times. 

Step 4 | Sort Your Tickets by Date

Select Oldest first at the top of your Tickets List.
We recommend the 'first in, first out' (FIFO) approach to managing your ticket flows. You should work on older tickets first to maintain shorter average response times, reduce the temptation to search for easier tickets to solve, and keep your customers happy. 

Step 5 | Preview and Select a Ticket

Before selecting a ticket, quickly gain context about it by previewing information such as:
  • Ticket subject and message: View the ticket subject and a preview of the message or last reply. Hover over the preview to view the customer's message in a pop-up window. 
  • Priority level: View the ticket's priority level.  
  • Labels: View the labels added to the ticket. Learn how to automatically add labels to tickets for organizing your tickets.  
  • Customer name and profile image: View this information on the left of the preview. 
  • Waiting time: View how long the ticket has been in its current status.
  • Number of Replies: View the total number of replies the ticket has received.
  • Language: View the ticket language. 
  • Assigned: View the agent or group the ticket is assigned to.
  • SLA Indicators: View the ticket's SLA policy response and resolve timeframes. Learn More
If another agent is already viewing or typing on a ticket, an indicator appears in the bottom right.
Once you've chosen a ticket to reply to, learn best practices for reviewing the Ticket Page.

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Best Practices: Reviewing the Ticket Page

Once you've selected a ticket to reply to, review the Ticket Page to understand the full extent of your customer's inquiry. Ticket Subject and Customer MessageView the ticket's subject below Ticket Page and your customer's message and attached documents in the blue text field.View sample imageInfo PanelView the following information about your customer in the Info panel to the right of your Ticket Page: Basic Customer Info: View the customer's profile image, name, internal user notes, location, email address, phone number(s), and company. Note: When viewing chats, the webpage your customer is chatting from displays under their name. Hover over it and click the URL to copy it, or click Go to URL to go to the webpage. Recent Tickets: View a list of the customer's recent tickets. You can view each ticket's title, status, and timestamp and click to go to the ticket. Custom Fields: View and edit custom Ticket Fields, Customer Fields, and Company Fields. Learn more about working with custom fields on tickets. Integrations: Access Integrations (e.g. Jira, HubSpot, Salesforce) if you've connected third-party apps to your Wix Answers account. Learn more about Integrations. Technical Data: View information about the device your customer used to submit their ticket. Technical Data includes your customer's operating system (OS), web browser, internet service provider (ISP), IP address, timezone, and more.   Note: Technical data does not display for tickets submitted via email.View sample image Notes:  Jira is the name of the connected integration shown above.  In chats you can click the Chat Stats icon to view the Chat Stats panel.LabelsLabels can help you identify that a ticket relates to a certain type of customer, product, or issue. View labels that were added to your ticket manually or via Automatic Actions to the right of the ticket's status. Learn more about managing labels. View sample imageThe labels in the image below indicate the products the customer that sent the ticket is using:Tip: Click the Add Label icon to add a label or click a label to remove it.  Ticket TimelineReview your Ticket Timeline to understand the order and time in which messages and events occurred. Your Ticket Timeline displays messages and events in chronological order with the first message on top. Hover over timeline events for exact timestamps. Learn more about the Ticket Timeline.  View sample imageFooter MenuManage linked articles, assigned agents or groups, priority levels and more from the footer menu. Learn more about:Linking articlesAssigning ticketsSetting priority levelsTimeline EventsFollowing ticketsEditing a ticket's subjectTransferring a ticket to another userChanging a ticket's languageViewing a ticket in your Help CenterMarking a ticket as spamDeleting a ticketView sample imageNext:Now that you've learned how to review the Ticket Page, learn best practices for answering a ticket.

3 min read

Best Practices: Replying to a Ticket

After reviewing the Ticket Page to gain an understanding of your customer's questions, we recommend following some basic guidelines for answering the ticket. As a general rule, you should always strive to resolve tickets with your first reply to reduce back-and-forth friction, provide efficient support, and achieve a high rate of First Contact Resolution (FCR). Tip:Create macros for your most frequent ticket handling scenarios. You can use macros to apply several actions to a ticket in just one step. Learn MoreStep 1 | Create an IntroductionSet the tone of your reply by adding a professional introduction. You can save time by creating various saved replies to match customer moods (e.g., satisfied, dissatisfied), then insert an appropriate reply by typing a keyboard shortcut.Show me howClick the reply field and type # followed by your saved reply shortcut to insert your introduction.Learn more about:Creating personal and shared saved repliesAdding dynamic placeholders to saved replies to automatically address customers by name Adding saved replies to ticketsStep 2 | Link ArticlesLink articles to save time writing instructions and give customers tools to solving problems on their own. We recommend linking each ticket to at least one article from your Knowledge Base so that over time you can analyze the links and understand your top support issues. When linking an article, you can insert its contents, add a hyperlink, or link without adding to your reply (for data collecting).Show me howClick the Knowledge Base Articles icon  in the reply field.Use the search bar to find a specific article.Tip: Click Filters in the search bar to refine your search. Click an option:View article: Opens a preview of the article.Insert content to your reply : Pastes the article contents into your reply.Paste a link to your reply : Pastes the article title as a hyperlink.Link article : Internally links an article without adding content. Note: Alternatively, you can click a suggested article then click a linking option to link it. Suggested articles automatically appear based on text within the ticket. Tips:Use the Paste a link to your reply option to keep your response concise. Link Feature Request articles to determine which features your customers want most and automatically update them when features are released. Link Known Issue articles when customers contact you about specific bugs you're tracking so that you can update them automatically once resolved. Create internal articles for agents to link when you want to track an issue without having a public-facing article.Step 3 | Type and Edit Your ReplyCreate responses that are unique to your customer's situation and include more than just saved replies and article links. Show me best practicesAlways strive to resolve tickets with your first reply to maintain a high level of First Contact Resolution (FCR).Answer each question your customer asks so they don't need to ask again. Reference titles specific to your customer's account instead of giving generic instructions. If you've inserted article contents, remove anything irrelevant to your customer to avoid overwhelming them with unnecessary information. Always provide a call to action (CTA) to guide your customer towards what they should do next.Click the Add attachment icon  to insert screenshots that illustrate your instructions.Ask for more information and screenshots if you're unsure what your customer is referring to. You may also find clues to your customer's questions by checking their recent tickets on the right side of the ticket. Step 4 | Create a Closing StatementEnd your reply with a warm and professional closing statement encouraging your customer to contact you again if they need more help. Similar to your introduction, you can create a few versions of closing saved replies to match different scenarios. Show me howIn the reply field, type # followed by your saved reply shortcut to add a closing sentence. Example closing statements:I hope this information helps. Feel free to reply back if you need more assistance. If you have any questions please contact us again.Let us know if this does not resolve the issue. Have a great day. Learn more about:Creating personal and shared saved repliesAdding dynamic placeholders to saved replies to automatically address customers by name Adding saved replies to ticketsStep 5 | Send Your ReplyTake a moment to proofread your reply, then send it while simultaneously changing the ticket's status. You can CC additional recipients if you need to send them copies of the ticket. Show me howChoose a sending option:Click the drop-down icon next to Send and select an option:Send: Sends your reply and changes the ticket's status to Pending. Send and change status to OpenSend and change status to ClosedSend and change status to InvestigatingClick Send & Resolve to send your reply and change the status to Solved. Note: If you think your reply will resolve the ticket, use the Send & Resolve option so that your customer can also rate your response. (Optional) Add Internal NotesInternal notes can be seen by other agents on the ticket timeline but cannot be viewed by customers. Whenever you have additional information about a ticket that might benefit other agents, add it to an internal note. You can also notify other agents or groups in an internal note if you'd like them to view the ticket.Show me howScroll to the reply field and click Internal note. Add your note.Click Post note.Tips:Type @ followed by an agent or group name to mention them and send notifications. Create saved reply templates for yourself and other agents to add to internal notes when escalating tickets internally. Click the Add attachment icon  to add an image or file.  Hover over the internal note and click the Show More icon , then select Edit Note to edit an internal note.Note: Mentioning agents or groups when editing internal notes does not send notifications. Create a new internal note if you need to send a notification. (Optional) Assign to an Agent or GroupIf your ticket needs special attention from a specific team member or group, assign the ticket to them. Assigning tickets can be helpful when you need to escalate a ticket internally and have someone else review it.   Show me howClick the Assign ticket icon  from the footer menu.Type the name of a team member or group and select them.Tip:Analyze your ticket response times with Wix Answers Insights to see which areas your team can improve the most.  

6 min read