IBM LLP

You can send out a new email by pressing the "New" button on the top left of the screen, to the left of the search. Every page has this button ava...

To respond to a ticket main thread ( in white ), You can do so once you are inside the ticket by pressing the Reply button on the top: Or by pressing the...

Forwarding a ticket will create a separate mail chain inside the ticket. Separate from the Main mail chain Forwarded messages are colored in an Orange...

On the ticket as an agent you can leave Public or Private notes. Public notes will be visible to the ones who raised the ticket through the customer portal...

Each ticket has a Summary text box at the top of it where you can leave comments and a summary of the ticket for yourself and for others to reference on w...

There is 4 standard priorities: Low Medium High Urgent Each priority has its own SLA metrics assigned to them. It is important to always select th...

After you have successfully logged into the instance, you will be greeted by your Dashboard by default. The Agent Profile can be accessed by pressing the...

Each agent is assigned to one – or more – Groups. Groups representing the Teams on the customer. You only modify/update those tickets which assigned to the...

The tickets have several States which are different from the Statuses. These are automatically updating depending on events. New – A new ticket. Fir...

Canned Responses are predefined reply templates which can be used to quickly send out replies to tickets. You can create them beforehand and use them to i...