To merge tickets on your help-desk follow the steps:

• 1. Select min 2 or max 3 tickets at a time
• 2. Click on “Edit” at the top of the page and select “Merge” option.
• 3. On the following screen, select the master data that you would like to be displayed on the ticket post the merge.
• 4. Click Merge.

To perform a bulk update follow the steps mentioned below:

• 1. Go to tickets.
• 2. Select the tickets you would like to update min 2 or max 50 that can be displayed on the page.
• 3. Click the Update option displayed at the top of the page.
• 4. In the pop-up that appears, choose the field that you would like to update in bulk and specify the new field value.
• 5. Click Save.

To assign tickets in a bulk update, follow the steps mentioned below:

• 1. Go to tickets.
• 2. Select the tickets as per your requirement.
• 3. Click the Edit option displayed at the top of the page.
• 4. In the pop-up that appears, click on “Assign to”.
• 5. From the drop-down that appears, select an agent as the new owner.
The tickets will be assigned to the new owner instantaneously.

To add signature, follow the steps mentioned below:

• 1. Click on “Profile” on the top right corner.
• 2. Click on “Add Signature”.
• 3. Upload your E-Signature or word signature
• 4. Click Save.

To move tickets from one department to another, follow the steps mentioned below:

• 1. Go to tickets.
• 2. Open a ticket you intend to move to view its details.
• 3. Click Move on the top right corner.
• 4. Select the department to which the ticket should be moved. The ticket is moved to chosen department instantaneously.

To filter a ticket follow the step mentioned below:

• 1. Go to tickets and select all tickets.
• 2. Click on “Filter” button at the top.
• 3. Select the agent you want to filter , status also if needed.
• 4. Click on Apply.

To add a ticket of your own select the steps mentioned below:

• 1. Go to tickets.
• 2. Click on “Add Ticket” button.
• 3. Fill the mandatory fields.
• 4. Click on save.
• 5. Ticket will be created with unique ticket number.

To set display preferences follow the steps mentioned below:

• 1. Go to tickets.
• 2. Click on “Sort” at the top of the page.
• 3. You can sort by recent thread, ticket id, due date, created time , order of tickets.
• 4. Filter tickets received during specific time periods. You can view those that were created during the last 15 days, 30 days.
• 5. Select the Records per page drop-down and choose the number of records to be displayed on a single page. You can view a maximum of 50 tickets per page.
• 6. After selecting your desired preferences click on apply.

When two different conversations are merged into one ticket than split functionality is used at that time. To split a ticket follow the steps mentioned below:

• 1. Open a ticket you intend to split to view its details.
• 2. Open the thread you want to split as a new ticket.
• 3. Click on “Split” on the right side.
• 4. Click on OK when the pop up comes.
• 5. A new ticket will be created instantaneously.

Managing too many tickets is difficult. An auto follow up functionality will take the follow up from your clients at the set desired time. To set the auto forwarder follow the steps mentioned below:

• 1. Open the ticket you intend to take follow up upon.
• 2. Click on auto forwarder button to switch on the follow-up.
• 3. Select the date and time of forwarder and click on save.
• 4. An auto follow-up email will go on the desired time.