How to use MooseDesk to receive, reply your tickets

How to use MooseDesk to receive, reply your tickets

In this article, you will learn how to receive and reply to your customers tickets

How to receive tickets #

There are many ways for your customers to send you tickets, including :

Replying to a ticket  #

Step 1: Navigate to the “Inbox” tab and click on the ticket you want to reply to

Step 2: You can now fill in the content of your message. You can choose from three options: Email, Forward, or Leave a Private Note.

We also have many tools that you can use to customize your messages, including:

  • CC and BCC
  • Fonts and Styling
  • Link insert
  • File attachment

Step 3: Once you finished editing your message, click “Send” or “Schedule send” to set a date and time for when your message will be sent. Also you can hit “Send and resolve” to resolve the ticket after the message is sent

Manage tickets with tags #

Step 1: Navigate to “Inbox” and select any ticket from your “Views“

Step 2: Select the pre-made tags or create a new one by typing your tag name in the “Tags” field. You can also add multiple tags to a ticket.

Removing Tags from Tickets #

Step 1: Navigate to “Inbox” and select any ticket in your “Views“

Step 2: Click the “X” icon next to a Tag to remove it

Bulk Actions #

Bulk actions allow you to perform certain actions on multiple tickets simultaneously

Bulk Assign and Set status #

Step 1: Navigate to the Inbox tab and select the multiple tickets you want

Step 2: When multiple tickets are selected, click on the icon and choose either ‘Assign‘ or ‘Set Status‘ based on your preference.

Bulk Delete #

You can also delete multiple tickets by selecting all the tickets you want and clicking “Delete Selected“

Bulk Merge #

You can also select multiple tickets and merge them directly from the ticket list, as an alternative to going to the ticket details to merge tickets.

Note: The tickets must come from the same customer/email address

Follow the same process as bulk assign and set status, then choose ‘Merge‘.

Explore on how to merge tickets in MooseDesk

Customer information panel in MooseDesk helpdesk #

What this the customer information panel? #

The customer information panel is located inside every tickets. It provides you with all information about the ticket’s customers like name, email. phone number and orders.

Customer information #

You can view you customers information by clicking on the “View” or edit your customers information by click on the “Edit” button

Customers Orders #

You can also view your customers orders, as well as create new orders for that particular customer.

By click on the button, MooseDesk let you Duplicate that customers orders, as well as a quick access button “More Action” that when clicked will get you to the order page on Shopify

Customer note #

You have the option to place a customer’s note as a reminder for your team regarding that customer’s problems

Support Channels #

If you ever need assistance, our Help Center is packed with comprehensive guides and tutorials.

At MooseDesk, we’re always here to help. Our dedicated email and live chat teams are available around the clock. Drop us an email at help@moosedesk.com, or click the Live Chat icon located at the bottom left corner of the MooseDesk app, our official website, and even within this Help Center.

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