How to Work Tickets Efficiently in Commslayer
This article describes the recommended workflow to manage support tickets in Commslayer.
When we designed the app, we built this workflow as a common denominator: it is a good compromise between the different
needs and requests we received from merchants. You can adapt it slightly to your processes, but we suggest starting from
this approach.
1. Set Up Your Inbox Tab
Before you start replying, make sure your workspace is focused on what matters most.
- Filter by Status: “Open”
Go to your ticket list.
Set the Status filter to Open.
This view shows all conversations that still require an action from your team.
- Sort by “Last activity”
The most common and useful sorting option is Last activity, which considers the most recent interaction (customer or
agent) on a ticket.
In the Sort by dropdown, choose Last activity.
Decide your preferred order:
Oldest first: ideal if you want to ensure that nothing has been waiting too long.
Newest first: ideal for teams that need to react quickly to the latest activity.
You can switch between these two depending on your priorities (SLA, workload, escalation rules, etc.).
2. Start from Your Own Tickets: “Mine” Tab
To ensure pending replies are handled first, start from the tickets that are already assigned to you.
1. Open the Mine Tab.
2. Keep the Status filter on Open.
3. Work through all the tickets that are in your Inbox and assigned to you.
This ensures:
- You clear all pending replies.
- Customers who are already in conversation with you receive continuity in the interaction.
Note: As soon as you reply to a conversation, Commslayer automatically assigns that conversation to you. That is why
“Mine” is your primary working queue.
3. Pick Up New Work: “Unassigned” Tab
Once you clear your personal inbox (all open tickets in Mine view):
1. Switch to the Unassigned tab.
2. Keep the Status filter on Open.
3. Work through the New tickets:
- Pick a ticket.
- Reply to the customer.
- The ticket will automatically become assigned to you after your reply.
This approach balances:
- Taking care of ongoing conversations first.
- Then, picking up new work from the shared pool.
4. What Should I Do After I Reply to the Customer?
After you send a reply, you have two main options, depending on whether the issue is solved or not.
4.1 If your reply fully resolves the issue
If you are confident the conversation is complete and no further action is needed:
Click the Resolve button.
Use this when:
You have provided the final answer or fix.
There is no reason to keep the ticket open or waiting.
4.2 If you are waiting for the customer’s answer
If your reply moves the ball back to the customer’s side, but the ticket is not resolved yet:
Snooze the ticket “until next customer reply.”
We introduced this snooze option to simulate a “Pending” or “Waiting for customer reply” status.
What happens then:
The ticket is not in your active “Open” list anymore, so it does not clutter your queue.
As soon as the customer replies, the conversation will automatically reappear in your Inbox as an Open ticket, ready for
further action.
5. How to Review Snoozed or Resolved Tickets
If you have any doubt about a conversation you just snoozed or resolved, or you want to double-check its status:
1. Change the Status filter:
- From Open to Snoozed to see all conversations you are waiting on.
- From Open to Resolved to see all completed conversations.
2. If you want to limit the view to your own tickets, stay in the Mine tab.
This way you can:
- Audit your recently resolved tickets.
- Quickly re-open a conversation if needed.
- Track what you are currently waiting for from customers.
This workflow keeps your queue clean, ensures customers in ongoing conversations are prioritized, and provides a simple
way to manage pending responses without losing track of anything.