Overview

IXXO Hub provides a robust ticketing system designed to streamline customer support workflows. With a range of actions available, support agents can efficiently manage, categorize, and resolve customer requests. This guide covers key ticket actions, including merging tickets, snoozing, and performing bulk actions.

Merge Tickets

Purpose: The merge feature is used to combine multiple related tickets into a single thread, reducing duplicate efforts and ensuring a streamlined conversation with the customer.

How to Merge Tickets:

1. Select multiple tickets related to the same issue by checking their respective boxes.
2. Click on the "Merge" button.
3. Confirm the merge action.
4. The merged ticket retains all interactions, allowing agents to track all relevant communications in one place.

Best Practices:

• Merge only when the tickets are truly related to avoid confusion.
• Inform the customer that their requests have been consolidated.
• Ensure that all necessary details are retained in the merged ticket.

Snooze Tickets

Purpose: The snooze function helps agents temporarily remove tickets from the inbox, allowing them to focus on more urgent cases while ensuring pending issues resurface at the right time.

How to Snooze a Ticket:

1. Open the ticket that you want to snooze.
2. Click the "Snooze" button.
3. Select a date and time when the ticket should reappear.
4. The ticket will be temporarily hidden and will return to the inbox automatically at the specified time.

Best Practices:

• Use snooze for follow-ups rather than critical issues.
• Set realistic reminders to ensure timely responses.
• Avoid excessive snoozing, which can lead to ticket backlog.

Bulk Actions

Purpose: Bulk actions allow agents to manage multiple tickets at once, improving efficiency and reducing manual workload.

Available Bulk Actions:

• Merge: Combine multiple tickets into a single conversation.
• Snooze: Temporarily remove multiple tickets from the inbox.
• Update Status: Change ticket status (e.g., open, in progress, resolved).
• Adjust Priority: Modify ticket urgency levels.
• Mark as Overdue: Highlight tickets that require immediate attention.

How to Perform Bulk Actions:

1. Use checkboxes to select multiple tickets.
2. Choose the desired bulk action from the toolbar.
3. Confirm the action to apply changes to all selected tickets.

Best Practices:

• Double-check ticket selections before applying bulk actions.
• Avoid mass merging unless tickets share a common issue.
• Use bulk priority updates to quickly reorganize workloads.

Conclusion

IXXO Hub's ticket actions enable customer support teams to efficiently manage their ticket queues. By utilizing merge, snooze, and bulk actions effectively, agents can maintain an organized and productive workflow. Mastering these features leads to faster response times, improved customer satisfaction, and better overall support operations.

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