Resolving a Ticket

When you're confident your reply solves the customer's question, resolve the ticket. This changes the ticket's status to Solved so that it no longer appears in the All open tickets view on your Tickets List. 
Note:
Customers can only rate ticket replies when agents reply by clicking Send & Resolve.

To resolve a ticket:

  1. Go to the relevant ticket. 
  2. Scroll to the bottom of the ticket. 
  3. Click the reply field and create your reply.
  4. Click Send & Resolve

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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

Replying to a Ticket

Respond to your customers' tickets with saved replies, knowledge base article contents, file attachments, and more.  Tip:Review our best practices for answering tickets to optimize your workflows while satisfying your customers.To reply to a ticket:Select the ticket you want to reply to from the Ticket List.Scroll down and click the reply field.Create your reply using any of the following features:Link an article: Click the Knowledge Base articles icon  to get started. Learn MoreAdd a saved reply: Click the Saved Replies icon  to get started. Learn MoreInsert an attachment: Click the Add attachment icon  then browse for the relevant file and click Open. Learn MoreInsert an emoji: Click the Add emoji icon  and select an emoji. Click the reply field and edit your reply. Choose a sending option:Click the drop-down icon next to Send and select an option:Send: Send your reply and change the ticket 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. To set additional sending options before replying:Click the Settings icon  next to Send & Publish.Select the option(s):Send & Assign to me: Assign the ticket to you after sending the reply. Reply and go to ticket list: Go to the Ticket List after sending the reply. Sending your reply to multiple people?Add additional email addresses as CC (Carbon Copy) contacts so that each recipient receives a copy of the ticket.

2 min read

Changing a Ticket's Status

Ticket statuses determine whether or not your tickets need attention. You can change a ticket's status automatically when you reply to a customer, or manually without replying. Learn more about ticket statuses. To change a ticket's status with your reply:Go to the relevant ticket. Scroll to the bottom of the ticket. Click in the reply field and create your reply.Send your reply:Click the drop-down icon next to Send and select an option:Send: Changes your ticket's status to Pending and sends your reply.  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:Clicking Send & Resolve allows your customers to rate your responses. To change a ticket's status without replying:Go to the relevant ticket. Click the Status in the top left corner of the ticket. Select the status you're changing the ticket to.Click Change status. 

1 min read

Working with Views on Your Tickets List

Views allow you to organize your Tickets List by filtering for tickets that match certain conditions. Add filters to your default views to create custom views, then save them for your entire team to use. In each view you can select a language to view relevant tickets. You can also create views that only appear in certain languages. Important:To save views, you must be an administrator or have a custom role with Create, update, and delete views enabled in the Ticket List & Saved Replies permissions.Preset Ticket ViewsYour Tickets List comes with five preset views you can use as starting points for filtering your list of tickets.Show me moreYour default ticket views consist of:All tickets: Every ticket in your Wix Answers account. Replied by me: Tickets you replied to.  Spam: Tickets marked as spam. Learn More All open tickets: All tickets in the Open status. This view helps you understand how many tickets are currently in need of a reply. Learn more about ticket statuses.Open & assigned to me: Tickets in the Open status that are assigned to you. Tip:Sort tickets in each view by date to make sure you're working on tickets that have been waiting for updates the longest. Creating Custom Ticket ViewsKeep your Tickets List organized by adding filters to, or changing the filters of, existing ticket views to create custom views that can be saved for other team members to access. Choose from a variety of filters to create views tailored to your organization's unique needs.Show me howTo create a custom ticket view: Click the Tickets icon in the side panel.  Hover over the view you'd like to edit and click Edit. Edit a filter or click Add Filter to add a filter. Choose from the following filter(s): Ticket filters: Add ticket filters to your view.  Status: Filter tickets by status, such as open, pending, or solved tickets. Learn More Priority: Filter tickets by their priority level. Learn More Labels: Filter tickets that either include or exclude specific labels. Learn More Source: Filter tickets by the channel or source used to submit the ticket. Learn More Related to Article/Category: Filter tickets that are linked to specific knowledge base articles or article categories and subcategories. Learn More Countries: Filter tickets according to the country associated with the IP address the ticket is from. Learn More Date Created/Updated: Filter tickets by the date the ticket was created or updated. Learn More Spam: Filter tickets marked as spam. Learn More SLA: Filter tickets by SLA policy target timeframes. Learn More Received from / Sent to: Filter tickets received from or sent to specific contacts and companies. Learn More  Agent filters: Add agent filters to your view.  Assigned to/by: Filter tickets assigned to or created by specific agents or groups. Learn More Replied by: Filter tickets that have been replied to by specific agents. Learn More  Satisfaction: Filter tickets with positive or negative customer feedback. Learn More Call filters: Add call center filters to your view. Learn More Queues: Filter calls by queue.  Lines: Filter calls by phone line.  Call status: Filter calls by status. Call handled by: Filter calls by the agents that handled them.  Call Duration, Start & Wait Time: Filter calls by their duration, wait time and time range. Custom fields: If you've created custom fields, you can filter tickets by the information from each field. Learn More (Optional) Save the view for all agents to use: Note: You must be an admin to save views.  Click Save View as or click the Save View drop-down and select Save View as. Enter a name for the view and click Save View.  Notes:  To update an existing custom view, click Save View, then click Yes.  To revert to the last saved version of the view, click Reset View. Tip:Add multiple filters to a custom view to fine-tune the tickets it displays. Language-Specific Ticket ViewsWhen you create a new view, you can select it and change the language on your Tickets List to display tickets from a specific language. Alternatively, you can create views that only appear when you select the relevant language on your Tickets List. Make sure to add the language in your Wix Answers account first.  Show me howTo change the language of your Tickets List:Click the Tickets icon in the side panel. Click All languages and select the language of the tickets you'd like to display.To create a view for a specific language:Click the Tickets icon in the side panel. Click All languages and select a language that is not your account's primary language.Follow the steps in the Creating Custom Ticket Views section above. Once created, the view is only visible when you select the relevant language on your Tickets List. 

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Getting Ticket Replies Rated by Customers

Gauge how helpful your replies are with customer ratings. When you reply to a ticket by clicking Send & Resolve, your customer receives an email where they can rate your reply as "helpful" or "not helpful." Learn more about resolving tickets. The customer's rating then appears next to the agent's name in the ticket. With ticket ratings you can:View agent and group satisfaction rates in Ticket Insights Agent Performance. View your own satisfaction rate from the My Statistics page. Filter tickets by positive or negative feedback. 

1 min read