To make it easier for your team to differentiate between Customer tickets, Back-office tickets, Tracker tickets, and conversations, you’ll see visual differentiations in your inbox.

For Customer tickets you see:

Each ticket has a type which informs the custom attributes you want captured as part of the ticket. When looking at a Customer ticket, you’ll find those attributes in the right sidebar.

As your team progresses the ticket, they can change its state to:

To change the ticket state, you can click on the button in the top right. Then pick the relevant state.

Customer tickets support both internal notes and customer facing replies. You can send a reply directly to the customer through the composer.

You can switch to internal notes mode by pressing N on the keyboard or through the action in the top left of the composer. Press R to go back to the replies mode.

When you need to create a Back-office ticket to collaborate with another team to resolve the customer’s issue, click on the ➕ icon next to Back-office tickets from the right sidebar.

You can also press ⌘ K / Ctrl K , then search for Create a Back-office ticket.

When a Customer ticket is about an issue impacting many customers, you can link it to a Tracker ticket. Click on the ➕ icon next to Tracker ticket from the right sidebar.