Wix Answers Help Center

Navigating the Main Tickets Page

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 u...

Saving Custom Views on Your Tickets List

Allow other agents to use the same view you've added filters to by saving the custom view. When you save a view, it appears below the presets on the left side of the Tickets List for all agents.Import...

Searching for Tickets

Search by ticket number, customer email address, or keywords to locate tickets on your Tickets List. To search for tickets:Click the Tickets icon  in the side panel.Click the All tickets view on the...

Sorting Your Tickets List by Newest or Oldest First

Sort each view on your Tickets List by the order in which tickets were updated. Select Oldest first to work on tickets that have been waiting for replies the longest, or select Newest first to identif...

Modifying Tickets in Bulk

Apply actions to multiple tickets at once from your Tickets List. Select your tickets then choose which action to apply - set status, set priority, assign, delete, or reply. To modify multiple tickets...

Working with Spam Tickets

You can mark a ticket as spam to exclude it from views on your Tickets List. Access these tickets from the Spam view where you can mark them as "not spam" if needed. You can also include spa...

Viewing a Ticket in Your Help Center

You can view a ticket in your Help Center and see the correspondence between an agent and a customer.  To view a ticket in your Help Center:Go to the relevant ticket. Click the Show More icon in the f...

Viewing Tickets Replied by Specific Agents

Add the Replied By filter to a view on your Tickets List to display tickets replied by specific agents, anyone, or no one. To add the Replied By filter:Click the Tickets icon  in the side panel.Hove...

Viewing Tickets by Status

Add the Status filter to a view on your Tickets List to display tickets that are in specific statuses. To view tickets by status:Click the Tickets icon  in the side panel.Hover over the view you'd l...

Viewing Tickets by Satisfaction Rate

Customers can rate resolved ticket replies as "helpful" or "not helpful." Add the Satisfaction filter to a view on your Tickets list to see tickets with rated replies.The more feed...

Filtering Tickets by Source

Add the Source filter to a view on your Tickets List to organize tickets by their support channel.To add the Source filter:Click the Tickets icon  in the side panel.Hover over the view you'd like to...

Viewing Tickets Submitted by Country of Origin

Add the Countries filter to a view on your Tickets List to display tickets submitted from specific regions. When your customer submits a ticket, their IP address determines the ticket's country of ori...

Viewing Tickets Linked to Specific Articles or Categories

Improve your articles by discovering customer pain-points related to your Knowledge Base. When you add the Related to Article/Category filter to a view on your Tickets List, you can view tickets linke...

Viewing Tickets Created or Updated within a Date Range

Add the Date Created/Updated filter to a view on your Tickets List to display tickets created or updated within a custom date range. To add the Date Created/Updated filter:Click the Tickets icon  in...

Viewing Tickets by Assigned Agents or Groups

Add the Assigned to/by filter to a view on your Tickets List to display tickets assigned to or by specific agents or groups. To view tickets by assigned agents or groups:Click the Tickets icon  in t...

Viewing Tickets by Labels

You can add labels to tickets manually or with Automatic Actions to categorize them. Then, add the Labels filter to a view on your Tickets List to display tickets with or without specific labels. To v...

Viewing Tickets by Priority

Add the Priority filter to a view on your Tickets List to display tickets by priority level. To view tickets by priority:Click the Tickets icon  in the side panel.Hover over the view you'd like to f...

Viewing Tickets by Language

View tickets from each of your supported languages from the All Languages drop-down menu at the top of your Tickets List. To view tickets by language:Click the Tickets icon  in the side panel.(Optio...

Viewing Call Center Tickets

Add Call filters to views on your Tickets List to display tickets from your Call Center. Choose from several call-related filters to customize your views. To add Call filters to your Tickets List:Clic...

Viewing Tickets by Custom Field Responses

You can add custom fields to contact forms to gather important information about your customers. Add filters to your Tickets List to display tickets that have specific custom field responses. To view ...

Viewing Tickets Received or Sent by Contacts or Companies

Locate tickets received from or sent to individual contacts or companies. Start by adding the Received from / Sent to filter to any view on your Tickets List, then add specific contacts and companies....