Wix Answers Help Center

Working With Tickets

About Your Ticket Timeline

Review the Ticket Timeline to determine the order and time in which messages, internal notes, and timeline events occurred. Your Ticket Timeline lists messages and events in chronological order starti...

Viewing the Info Panel in Tickets

The Info panel is located on the right side of every ticket and contains valuable information about your customer. Use this information to quickly assess your customer's needs and expedite your ticket...

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 whil...

Linking Articles to Tickets

Link articles to tickets to gain insight as to why customers contact you and to efficiently reply to customers with the directions they need. We recommend linking each ticket to at least one article t...

Managing Your Macros List

Keep your ticket workflows organized by managing the macros available to your team. From your Macros List, you can create, enable, disable, edit, duplicate, and delete macros.  To manage your Macros L...

Applying a Macro to a Ticket

Speed up and simplify your ticket handling workflow by applying macros. With macros, you can perform several actions on a ticket in just a few simple steps. To apply a macro to a ticket:Go to the rele...

Ticket Statuses

Ticket statuses are used to track the lifecycle of a ticket and help organize your workflow. The status of a ticket represents where the ticket stands and if, or what, further steps are required by th...

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...

Creating a New Macro

Create a macro to allow agents to perform a series of actions on a ticket with just one step. Once you've created a macro, agents can apply it to tickets to do several things at once.For example:You c...

About Macros

With macros, you can speed up and simplify the execution of frequent tasks on tickets. Macros are customizable shortcuts that allow you to apply a set of actions to a ticket with just one step. Create...

Creating a New Ticket

Create new tickets directly from your Wix Answers Ticketing System where you can manage all your support requests in one place. You can send email tickets directly to customers, CC recipients, and cre...

Editing the Subject of a Ticket

A ticket subject is initially set by your customers when they open a ticket, however, you can choose to edit the subject at any time.To edit the subject of a ticket:Go to the relevant ticket. Click th...

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 Ticket...

Changing a Ticket's Language

Every ticket you receive is automatically assigned a language, determined by the source of the ticket. For example:Web: When a customer submits a ticket via web, the language they select in your Help ...

Working with Internal Notes on Tickets

Use internal notes to add valuable information to tickets that customers can't view. You can also notify other team members by mentioning agents or groups. Learn how to:Add an internal noteEdit an int...

Attaching a File to a Ticket

Easily attach files when replying to your customers such as images, documents, audio, video, and more. To attach a file to a ticket:Go to the relevant ticket and click inside the reply box. Click the ...

Assigning a Ticket to an Agent or Group

Assign a ticket to the agent or group responsible for resolving it. When a ticket is assigned to you or a group you've joined, you receive a message in your notification feed. You also receive an emai...

Adding User Notes in Tickets

User notes are internal notes that only agents can see in the Info Panel to the right of tickets. They're great for documenting important information about a customer.To add user notes:Go to a ticket ...

Viewing Ticket Info

To view basic ticket information, click Ticket Info in the top right corner of a ticket. You can view the following information:Ticket opened: How many days ago the customer opened this ticket.Open vi...

Following a Ticket

Follow a ticket to receive notifications whenever an agent or customer replies to the ticket.To follow a ticket:Go to the ticket you'd like to follow. Click the Show More  icon in the footer menu. S...

Deleting Tickets

You may want to delete a ticket for a variety of reasons such as spam, testing, legal, or data analysis. Delete individual tickets from the footer menu or in bulk from your Tickets List. To delete a s...

Changing the Priority Level of a Ticket

Change priority levels to show which tickets should be handled ahead of others. Priority indicators display on your Tickets List to let you know which tickets are set to High or Low. The default prior...

Splitting a Ticket

Splitting tickets can help you keep track of your customer's support requests per topic. We recommend splitting a ticket whenever your customer sends a new message unrelated to the ticket's initial to...

Move a Reply to Another Ticket

With Wix Answers, a customer can reply to any of their previous tickets or create new ones. Merge related tickets from the same customer to better understand their issue within a single ticket thread....

Deleting a Reply in a Ticket

You can delete replies from tickets as they appear in your Wix Answers account. Deleting replies is useful whenever a customer or agent sends private information that agents shouldn't view. Alternativ...

Editing Sent Messages on Tickets

You can edit sent customer and agent messages as they appear on tickets in your Wix Answers account. This allows you to remove private information mistakenly sent that shouldn't be viewed by agents (e...

Getting Ticket Replies Rated by Customers

Gauge how helpful your replies are with customer ratings. When you resolve a ticket, your customer receives an email where they can rate your reply as "helpful" or "not helpful." T...

Banning a User

Block spammers and abusive users from using your support channels by banning them. When you ban a user they can no longer send or receive tickets via your support channels. You can unban them later if...

Viewing a Ticket Number

Ticket numbers are unique to each ticket and can be used by agents and customers as reference numbers. Locating your ticket numberAccess the relevant ticket.Hover over the ticket subject in the top le...

Forwarding a Ticket

Forward a ticket when you want to send its initial message to another email address.Need to CC someone?You can CC (Carbon Copy) contacts if you'd like them to receive copies of the ticket and have the...

Viewing Empty Ticket Replies

If you receive an empty message on a ticket reply, it's likely due to a customer replying below the message: 'Please reply above this line.'  In these cases you can retrieve a customer's reply from th...

Working with Custom Fields on Tickets

Use custom fields on your contact form to gather information about your customers' support requests. When your customer submits a ticket through your contact form, you can view and manage the custom f...

Adding CC (Carbon Copy) Recipients to a Ticket

Add CC (Carbon Copy) recipients to a ticket when your message is relevant to multiple people. Each recipient CC'd on a ticket receives a copy of the ticket and can also reply to it.Important:Anyone CC...

Transferring a Ticket to Another User

Transfer a ticket to another customer to change the ticket's associated email address. This is helpful when a customer changes their email address, used the wrong one, or had a typo. Important:If you ...