Overview
The Productivity Suite provides tools that help Agents manage Tickets more efficiently. It includes features for organizing tasks, creating standard Ticket values, highlighting important Tickets, and closing Tickets without notifying Customers.
Where to Find
Go to Support → Settings → Productivity Suite.
How It Works
You can enable or disable the available Productivity Suite features based on your support workflow.
The suite includes:
- Checklist – Create task lists for Tickets and track required steps.
- Ticket Templates – Define Ticket field values to simplify Ticket creation.
- To-Do List – Create personal task lists for individual Tickets.
- Pin Tickets – Keep important Tickets at the top of the Ticket list.
- Close Ticket Silently – Close a Ticket without sending a notification to the Customer.
- Merge Ticket – Merge related tickets into single ticket for the same ticket creator.
Step-by-Step Guide
- Go to Support → Settings → Productivity Suite.
- Review the available Productivity Suite features.
- Enable the features required for your support workflow.
- Disable features that are not required.
- Save the settings.
Options / Settings
Checklist
Allows you to create and assign task lists to Tickets so Agents can follow all required steps.
Ticket Templates
Allows you to define commonly used Ticket field values to make Ticket creation faster and more consistent.
To-Do List
Allows Agents to create and manage personal tasks for individual Tickets.
Pin Tickets
Allows important Tickets to be pinned so they remain easily accessible at the top of the Ticket list.
Close Ticket Silently
Allows Agents to close Tickets without sending a closing notification to the Customer.
Example
If an Agent needs to complete several steps before resolving a Ticket, the Checklist feature can be used to track each required task. Important Tickets can also be kept easily accessible using Pin Tickets.
Notes / Tips
- Enable only the Productivity Suite features required by your support workflow.
- Use Ticket Templates for Tickets that require similar field values.
- Use Checklist and To-Do List to organize Ticket-related tasks.
- Use Pin Tickets to keep important Tickets easily accessible.