After choosing which one to work on, you'll be directed to the inbox.

Make sure to respond to the oldest ticket first by sorting the tickets by "Waiting since" and ensuring the arrow is pointing upwards before assigning yourself any tickets.

To assign tickets to your bucket, simply check the box beside the customer's name and choose "Me" from the "Assign to" dropdown.

To access the customer's email and open a ticket, simply click on it.

Note: It is crucial to read the entire customer's email, including the subject line, to avoid missing any important inquiries. So, make sure to go through the message thoroughly!

On the right-hand panel, you can view the customer's email address and previous conversations.

This is where you can find the ticket number for the email.

To respond, click on the "Reply" button located on the bottom center of your screen.

On the reply box, by clicking "Insert" you can add information necessary to your reply.

• Add attachment

• Add Docs link

• Image

• Saved Reply - You can use this to insert a template saved reply or macro.

Note: No emojis. Keep the email response professional at all times.

After composing your reply, set status to "Closed" assign to "Anyone", and hit "Send".

It is sometimes necessary to set the ticket status to "Pending" and assign it to oneself by selecting "Me".

Example: When customer send back an order unexpectedly and we sent them a follow-up email if they want to get a refund or get a discount instead. or if we need to het in touch with our internal team to resolve the customer's issue.

Adding notes is crucial for clarity and to ensure efficient resolution of customer inquiries by the next agent.

To add a note. Click "Note" next to the reply button. Ensure that the ticket status is closed and assigned to anyone before saying the note, otherwise it will become active again.

The flag icon will allow you to tag a ticket as Spam.

Note: If you are unsure, please ask for assistance before tagging your tickets as Spam.

To search for a specific ticket, click on the magnifying glass in the upper right corner.

You can search for a customer's conversation by entering their email address or ticket number in the search bar.

When replying, please remove any CC'd email address to avoid creating duplicate tickets.

Follow these steps on how to remove it:

1. Click on reply.

• Once you click on reply, Help Scout will provide a space for you to compose your email, with the customer's email and any CC'd addresses displayed above.

2. Click on the CC's email.

3. Click on X icon to remove the CC'd email.

You can find the "Conversations" section on the right side panel of your ticket.

Select the conversation that you wish to merge your ticket with from the list.

Once you select the conversation that you wish to merge your ticket with. 

When you click the conversation you want to merge, a pop-out will appear with the other ticket conversation. Click "Merge" located on the bottom center of your screen.

Procedure

Step 1: Open the Conversation 

• Go to the Help Scout inbox.

• Select the lead conversation you’re taking ownership of.

Step 2: Add Your Tag

1. On the right-hand sidebar, locate the Tags section.

2. Click “Add Tag”.

3. Type your assigned tag (see list above).

4. Press Enter to apply the tag.

Step 3: Confirm the Tag

• Make sure your tag appears under the conversation before proceeding.

• Only one agent should tag themselves per lead to avoid confusion.