TIPS

To add a note to customer's email thread:

ADD>COMMENT>STICKY NOTE

(this will stay at the top of the thread)



To get a customer's response direct:

ACTION>STATUS>PIN

or

ADD a sticky note requesting immediate transfer


DETAILS TAB
- shows everywhere the ticket has moved, including who transferred it to you

RELATED ITEMS TAB
- shows all links sent by customer in e-mail thread (AKA photos)