Support Agent Guide: Managing Tickets Effectively

This guide is for support agents — the team members who handle customer tickets day-to-day. It covers your daily workflow, the tools available to you, and best practices.

Your Daily Workflow

1. Check Your Queue

When you log in to the Support Genix dashboard:

1. Go to Support Genix > Tickets.
2. Click My Tickets to see tickets assigned to you.
3. Click Unassigned to pick up new tickets that haven’t been assigned yet.
4. Tickets needing your attention appear at the top (sorted by last reply date by default).

2. Pick Up a Ticket

• Click on any ticket to open the Ticket Details view.
• Read the customer’s message and any previous conversation history.
• Check the Side Panel for:

3. Respond to the Customer

1. Scroll to the Reply section.
2. Compose your response in the rich text editor.
3. Use Saved Replies — click the saved replies button to insert a pre-written template, then customize it for the specific situation.
4. Attach files if needed (screenshots, documents, etc.).
5. Click Submit Reply.

The customer receives an email notification with your response.

4. Update Ticket Properties

After replying, update the ticket as needed:

• Status — Change to “In Progress”, “Active”, “Closed”, etc.
• Priority — Escalate to Medium or High if needed.
• Category — Recategorize if the issue belongs elsewhere.
• Tags — Add relevant tags for organization.
• Assigned Agent — Reassign to another agent if needed.

Key Tools for Agents

Internal Notes

Add private notes that only agents can see — customers never see these.

1. In the ticket details, click the Note tab.
2. Type your internal note (e.g., “Escalated to engineering team”, “Customer mentioned they tried clearing cache”).
3. Click Submit Note.

Use notes for:

• Documenting troubleshooting steps you’ve tried.
• Leaving context for other agents who may pick up the ticket.
• Recording decisions or approvals from managers.

Saved Replies (Canned Messages)

Pre-written response templates save time on common questions.

1. When composing a reply, click the Saved Replies button.
2. Browse or search the saved reply library.
3. Click to insert the template into your reply editor.
4. Customize the response for the specific customer before sending.

To manage saved replies: Support Genix > Settings > Saved Replies.

Custom Fields

Tickets may have additional custom fields based on their category. These appear in the Info section of the ticket details. You can:

• View custom field values set by the customer.
• Update custom field values as needed.
• Some fields may be required before closing a ticket.

File Attachments

• Upload files with your replies by clicking the attachment icon.
• Download files the customer has attached by clicking on them.
• Preview images directly in the ticket (if image popup is enabled).
• Supported file types and size limits are configured by your admin.

Activity Logs

The Logs section in the side panel shows the complete history of a ticket:

• When it was created
• Every status change (with who changed it and when)
• Assignment changes
• Other modifications

Bulk Operations

Handle multiple tickets at once:

1. In the ticket list, select multiple tickets using the checkboxes.
2. Click the bulk action dropdown and choose:

Searching and Filtering Tickets

Search

Use the search bar to find tickets by:

• Ticket ID / Track ID
• Subject keywords
• Customer name or email

Filters

Narrow down your ticket list with:

• Status Filter — Active, Inactive, Closed, All.
• Category Filter — Show tickets from a specific category.
• Agent Filter — Show tickets assigned to a specific agent.
• Tag Filter — Show tickets with specific tags.
• Priority Filter — Normal, Medium, or High.
• Mailbox Filter — Show tickets from a specific email mailbox.

Filters persist across sessions, so your view stays consistent when you return.

Sorting

Click column headers to sort by:

• Reply date (newest or oldest first)
• Opening date (newest or oldest first)

Current Viewers

When you open a ticket, you may see other agents’ avatars at the top of the ticket details. This means they’re also viewing the same ticket right now. This helps prevent:

• Duplicate replies from multiple agents.
• Conflicting status changes.

If you see another agent viewing the ticket, coordinate before replying.

Integration Data

If integrations are enabled, you’ll see additional customer data in the side panel:

• WooCommerce — Customer’s orders, order status, purchase history.
• Easy Digital Downloads — Customer’s purchases and license keys.
• Tutor LMS — Customer’s enrolled courses.
• Envato — Customer’s marketplace purchases and license status.

This context helps you provide better support without asking the customer to repeat information.

Best Practices

1. Respond promptly — Customers appreciate fast initial responses, even if it’s just acknowledging receipt.
2. Use internal notes — Document your troubleshooting steps so other agents can pick up where you left off.
3. Leverage saved replies — Use them as starting points, but always personalize for the specific situation.
4. Update ticket status — Keep statuses accurate so the team has a clear picture of the queue.
5. Add tags — Tag tickets consistently to help with reporting and future reference.
6. Check related tickets — Before responding, look at the customer’s previous tickets for context.
7. Escalate when needed — Reassign tickets to specialized agents rather than guessing at solutions.
8. Close resolved tickets — Don’t leave tickets open after the issue is resolved.

Related Docs

• Admin Dashboard Overview
• Internal Notes Guide
• Ticket Status Workflow
• Managing Ticket Tags