Following a Ticket

Follow a ticket to receive notifications whenever an agent or customer replies to the ticket.

To follow a ticket:

  1. Go to the ticket you'd like to follow. 
  2. Click the Show More icon in the footer menu. 
  3. Select Follow ticket

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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

Following an Article or Subcategory

Follow an article to receive notifications whenever agents link it to a ticket. You also receive notifications when an article you follow is published with the "Notify followers" option enabled. You can follow individual articles or entire subcategories of articles from the Team Member Toolbar. Tip:Learn more about notifying followers when publishing articles. To follow an article:Log in to your Wix Answers account as a team member. Go to the live article in your Help Center.Click the Team Member Toolbar at the top.Click Follow this Article.To follow a subcategory:Log in to your Wix Answers account as a team member. Go to the relevant subcategory in your Help Center.Click the Team Member Toolbar at the top.Click Follow Subcategory.

1 min read

Viewing Your Notifications Feed

Keep track of your Wix Answers internal communications by viewing all announcements and notifications in your notifications feed. From here you can click to go directly to the relevant article, ticket, or announcement.You receive notifications whenever the following occurs:An announcement is sent to a group you're added to or a queue you're assigned.You or a group you're added to are mentioned in an internal note.A task or ticket is assigned to you or a group you're added to.A ticket you are following is updated.An article or category you are following is updated or linked to a ticket.To view your notifications feed:Log in to your Wix Answers account. Click the Notifications icon  at the top right of your screen. From your notifications feed you can:Click a notification to go directly to the relevant article, ticket, or announcement.Click the Show only Unread toggle  to show only unread notifications in your feed. Click the Show More icon  and select Mark all as read to mark every notification in your feed as read. Hover over a notification and click the Blue Dot  to mark it as read or unread. Click + Create Announcement to create and send an announcement to other team members. 

1 min read