Question 1

Where do I see when a ticket was created and last updated?

Accepted Answer

In the ticket sidebar, click "Show More". This reveals "Created by", "Created" and "Last updated" rows; hover a relative date (like "2 days ago") to see the exact timestamp. Click "Show Less" to collapse them again.

Question 2

How can I see the history of changes made to a ticket?

Accepted Answer

Change events are shown directly in the conversation timeline, in chronological order between the messages. Each entry shows what changed with the old and new values (for example a status change), who made the change ("by" the user, or "by automation" with the automation's name on hover) and when. New entries appear automatically as the ticket changes.

Question 3

What does the "AI chat-bot" entry in a ticket timeline mean?

Accepted Answer

Tickets created from the chat widget can include timeline entries from the AI chat-bot. An entry reading "The AI chat-bot couldn't find an answer for {question}" means a visitor asked something the bot had no knowledge for, which is typically why the conversation became a ticket for a person.

Question 4

What do the message labels "AI auto-replied", "Auto-reply", "AI chat-bot" and "Visitor" mean?

Accepted Answer

They identify automatic and chat participants in the conversation: "AI auto-replied" is an answer generated by Deskhero's AI auto-reply, "Auto-reply" is a static automatic reply template, "AI chat-bot" is the chat widget's bot, and "Visitor" is the person chatting through the widget. Your own messages are labeled "You".

Question 5

How do I edit the first message of a ticket?

Accepted Answer

Open the options menu (the three-dot icon) on the ticket's first message and choose "Edit". Make your changes in the editor and click "Save Changes", or "Cancel" to discard them. The content cannot be saved empty ("Content required"). Editing is only available when the message was written in Deskhero; the Edit option is disabled for tickets that arrived as email, because the original email content is preserved as-is.

Question 6

Can I edit a reply after it has been sent?

Accepted Answer

No. Sent replies and other conversation messages cannot be edited; only the ticket's first message can be edited, and only when the ticket was created in Deskhero rather than from an inbound email. What you can do on existing messages is convert them between reply and private note using the message's options menu.

Question 7

How do I convert a reply to a private note, or a note to a reply?

Accepted Answer

Open the options menu (three-dot icon) on the message and pick "Convert to private note" or "Convert to reply". Converting changes how the message is classified and displayed in the conversation; it does not send or resend any email.

Question 8

How do I forward a ticket to an external email address?

Accepted Answer

1) Open the ticket and click the forward (arrow) button at the top of the sidebar, with the tooltip "Forward ticket". 2) In the "Forward ticket" dialog, add one or more recipient emails (type them or pick addresses from the conversation). 3) Adjust the pre-filled "Subject" and message if needed; the message is pre-composed from the ticket's conversation and includes its attachments. 4) Click "Send". You will see "Ticket forwarded" on success.

Question 9

How do I copy a link to a ticket to share with a teammate?

Accepted Answer

Open the ticket and click the link icon at the top of the sidebar, with the tooltip "Copy URL to clipboard". The ticket's URL is copied so you can paste it into chat or email; teammates need a Deskhero login for your workspace to open it.

Question 10

How do I mark a ticket as unread?

Accepted Answer

Open the ticket and click the eye icon at the top of the sidebar, with the tooltip "Mark as unread". The ticket is marked unread and you are taken back to the ticket list, so the ticket keeps standing out until someone opens it again.

Question 11

How do I jump to the newest message in a long ticket?

Accepted Answer

When you scroll up in a long conversation, a scroll-down button appears at the top right of the message area. Click it to jump smoothly to the bottom of the conversation where the reply editor is.

Question 12

Where can I see who a message in the conversation was sent to?

Accepted Answer

Each email message in the conversation shows tags with the addresses involved, labeled "To", "CC", "BCC" or "From". Hover the tag group to see all addresses when there are several. Private notes don't show recipients because they are never emailed.

The ticket timeline

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