Views help you organize your tickets by grouping them into lists based on different criteria. You can create a view for solved tickets that are assigned to you, a view for new tickets that need to be assigned, or a view for pending tickets. Using views can help you determine which tickets need attention from you or your team and plan accordingly.
A view consists of one or more conditions that define a collection of tickets to display. If the conditions are met, the ticket is included in the view. By using views you can easily search for tickets based on different criteria.
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Agents who may handle conversations of a similar nature can be grouped. Grouping lets you streamline interactions and processes. Groups may be mapped to specific channels, or conversations may be moved to a specific group manually. You can have a load balance assignment turned on for assignment within the group.
Assign a group email address to each support group to ensure the query reaches the right place. Create a group for support, sales, billing, etc and assign them an email address that organizes tickets for that group and redirect replies to everyone in that group.