When a customer contacts your company through the chat/support module a ticket is created. To access chat tickets enter IOdesk and navigate to
Tickets have four possible states they're new, open, solved and pending.
Here we can see that there are five open tickets that are claimed by the agent that is currently logged in. There are also two new tickets waiting to be claimed. Team tickets are tickets that are opened by other agents in your company. You can view their progress or request access so you can help each other out. Click on the ticket status you are interested in and summaries of those tickets will be loaded for you.
What you see here are summaries of five tickets that the agent currently has claimed. The highlighted ticket in the bottom is the one that the agent is currently handling. To view a different ticket simply click on the one you want to view.
Client information shows the customers' email address, how long ago the ticket was created and their IP address. You can tag your tickets with labels that can be used to categorize and structure your tickets. Labels can be used to search in the solved tickets view.
Write a note about the ticket or the customer that can be viewed by other agents in your company. They will never be displayed to the customer.
By pressing canned responses you can view personal or company-wide canned replies. A personal canned reply could be "Your "
KDB answers are answers that exist in your knowledge databases. You can view an answer and select parts of it to send to the customer or send out a link to the customer where they can read the whole answer.
Label the ticket with something fitting to categorize and get an overview over issues or subjects. Labels are never shown to the customer.
The icon in the bottom right enables you to upload images and some files to share with your customer. There are size limits and limits of what type of files you can upload.