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 the Inbox.

For Back-office tickets you see:

Each ticket has a type that informs the custom attributes you want captured as part of the ticket. When looking at a Back-office ticket, you’ll find those attributes clearly surfaced in the middle panel.

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 corner. Then pick the relevant state.

To ensure frontline teams have the full context, an event is posted in linked conversations and Customer tickets to reflect the Back-office ticket change.

Back-office tickets support internal notes only. All notes posted to a Back-office ticket won’t be shared with the customer.

When posting a note to a Back-office ticket, there are 2 options:

1. Add note: Adds the note to the Back-office ticket being worked on.

2. Cross-post note: Adds the note to the Back-office ticket and cross-posts in the linked Customer ticket or conversation. This is especially useful when there is an update that you want to share with all front-line teammates assigned to linked Customer tickets or conversations.

When the back-office team is working on the ticket, they can easily preview the Customer ticket or conversation from which the Back-office ticket originated.

Simply open the right hand sidebar and navigate to the Links section, then click Open to see the customer conversation.