Tickets are the incoming customer requests generated by any one of the five support channels we offer at Groove (Email, Support Widget, Twitter, or Facebook). You can respond to tickets directly from your dashboard, assign to agents on your team, or change the status of tickets to reflect the stage of the support request.
Open Tickets are tickets that you need to take action on.
Pending Tickets are tickets that you need to follow up on or require additional information from your customers.
Closed Tickets are tickets that have been taken out of your open and assigned tickets queue, either because you have resolved the issue for a customer or it does not require any more action on your part.
You can change the status of tickets three ways. From the tickets list view and from within the ticket editor.
1. Open a ticket and use the submit as button in the reply box to reply and change the status.
2. Open a ticket, click the status drop down menu from the toolbar and select the status:
3. From the list view, check the box next to the ticket(s) you want to change the status of, and then click the flag icon that appears at the top of the list.
You can also set the default status for your ticket submit button, so you won't have to manually change your status to submit from closed to pending if you'd rather submit to pending than closed.
Admins can find where to make this change in the Settings Menu, in the left side bar of Mailboxes under Preferences.
Please note: When a customer replies back to a ticket no matter what the status of the ticket is it will default back to New and Open. This prevents Agents from missing any new replies from your customers.
Assigning Tickets to Other Agents
Tickets can easily be assigned to agents, or shared back and forth between agents.
Option 1. Open a ticket and use the assignment drop down menu in the reply box to change the assignee when you reply to a ticket.
Option 2. Open a ticket, click the assignment drop down menu from the toolbar and select an agent from the list. This option allows you to only assign the ticket, no reply action is needed.
Assigning Tickets to a Group
In addition to assigning tickets to individual agents, you also have the option to assign tickets to a group.
Option 1. When replying to a ticket, select the group you want to assign the ticket to using the dropdown menu at the bottom of the reply box.
Option 2. Using the assignment dropdown at the top of the ticket page, you can assign a ticket to a group without having to leave a reply.
Making Batch Updates to Tickets
Making batch updates to tickets are easy, and can save you a ton of valuable time. You can make batch changes from the ticket view in any folder by selecting one or more tickets. Once your tickets are checked you'll bring up the batch editing menu. From this menu you can assign tickets to an agent or group, add a label, change the status, move mailboxes, or delete multiple tickets at once.
To keep an eye on where you're at while making changes in the ticket list view, the little blue flag or blue triangle in the top, left corner of any ticket is the last ticket you were in before returning to the shared inbox.
Canned Replies are prewritten answers to commonly asked questions by your customers. Canned responses are a great way to make replying to customers more efficient for everyone. It also helps to keep the tone and language consistent between agents across all customer interactions.
Creating Canned Replies
There are two different ways to add a new canned reply to your account.
1. Select Canned Replies in the Settings Menu under Ticketing.
Click Add Canned Reply, and then give your reply a title, and compose your response in the text box.
You can also organize your canned replies into different categories using the dropdown at the top.
Once you're finished click Save Canned Reply.
2. You can also add a canned reply from within the ticket editor.
If you notice you're answering the same question over and over, and you’ve just typed up a response you think should be a canned reply, click the arrow icon next to Insert Reply to quickly save this answer as a Canned Reply.
Using Canned Replies
To apply a canned reply in your ticket response, click Insert Reply in the top, right corner of the reply box. We'll suggest a list of canned reply categories, so you can select whatever reply works best. You can also type a keyword in the search bar to pull up your desired reply.
Deleting Canned Replies
If you need to delete a Canned Reply, click the trash can next to the reply you want to remove from your account.
Be careful though, once you delete a reply it's gone for good.
Whether you need to ask your teammate a question, or leave yourself some information for later, notes are a handy feature that allow you to attach internal comments to your tickets.
Just click Add Note when you're reply to a ticket to change the reply box to a note.
Then type out your note and click the Post As button to post your note to the ticket.
Then you'll see your notes inserted chronologically within the ticket thread.
Mentioning Your Teammates
If you need to loop another teammate in on the conversation, or want someone to see a particular note without having the ticket assigned to them, you can @mention your fellow Groove agents.
@mention notifications are sent via email – and Slack, if you have our Slack integration enabled – and are the easiest way to let your teammates know that you’ve posted a note that they need to see.
Email notifications for mentions are enabled for your account by default. There is currently no setting for this notification and it's not possible to disable them.
In Groove, you have the option to forward in individual messages to create tickets in your account.
To do this you will need to forward the message FROM the email address you have associated with your agent profile and send it TO the email address you're using for your mailbox in Groove.
Note: Do not forward messages to your @inbox.groovehq.com email address. This address is for auto-forwarding purposes only, not individual messages.
If you want to be able to forward in mail from multiple email addresses, you can add these other addresses as altnernate emails in your Settings > Profile.
When you forward an email from your agent address or alternate, Groove recognizes it's coming from you and strips your details from the ticket so that the ticket is created as if it came from the original sender.
Additional note: If you CC/BCC your Groove support email on a reply, instead of Forwarding directly into Groove, Groove will NOT recognize the you as the sender instead of the customer since the email reply is coming from you.
Need to send a new message from Groove? No worries! Just create a new ticket. Select New Ticket in the left side-bar to create the message. If you offer phone support, you can also use New Tickets to log information from a phone call between a customer to for additional reference.
You have two options for what Type of New Ticket you’d like to create:
Email: All new tickets are set to email the customer. Your message will be sent to the customer’s inbox.
Phone Call: Messages are logged as internal conversations only. You can use this option to log a phone call in Groove. The customer will not receive an email notification, and the editor box change color to indicate you’re adding a note.
Fill in the customer details, write your message and update the fields then click Submit to Close to create the ticket.
If you're creating the New Ticket to log information from a customer phone call, check the Phone option, and you'll also see the option to add the Company Name and Phone Number to your new ticket. The New Ticket box UI will also turn yellow to denote the ticket as an internal note, and not a message the customer will receive.
If you receive email notifications from Groove, you can reply to these emails to change the status, add a note, and assign a ticket without having to log into the Groove the app.
Updating tickets via email is also a great way to respond to tickets on a mobile device. You can respond to the email notifications and use the @commands to update tickets in Groove on the go.
Email Commands
To update tickets in Groove from your inbox, use the following commands and accepted values in response to notifications from Groove:
When you specify these values in response to the email notification, the ticket will be updated within Groove.
If you'd also like to reply to the customer from your inbox in addition to updating the ticket status, type your response normally as shown below, and add the @commands at the bottom of the email.
Note that replies via email will only work on new ticket and customer reply notifications.
For other notifications (e.g. mentions, ticket assignments, notes), if you want to reply to a customer directly, you must include the @customer command. For example;
You can also send quick one-line responses to customers e.g. "@customer Thats an excellent suggestion. Thanks for the feedback". This is simliar to how @note works.
Otherwise, when you respond via email to any other notification, without the @customer command, it defaults to a private note in Groove. You also cannot send replies and notes in the same message. You must send your note and reply separately in order for each to post to the ticket correctly.
If you need any help with updating tickets via email or have any feedback please contact us at support@groovehq.com.
In situations where you need to loop a third party (someone who is not an agent in Groove) into a conversation, you can do so by forwarding the ticket.
You'll see the Forward option at the top of the reply box, right in the middle between Reply and Add Note.
When you forward a ticket out of Groove, it will include the entire ticket thread up to that point, so the recipient of the forward will see the context of the message. Please note it is not currently possible to edit or remove parts of the previous thread being forwarded.
Then when the third party recipient replies to your forward, this message will be threaded into the Groove ticket chronologically.
Forwarded messages are displayed with a green background to visually indicate that they are forwards and differentiate from the white background of regular replies and the yellow background of internal notes.
Forwarded messages and replies are completely private, they will not be visible to the end user when you reply back to them.
With the release of Ticket History, you can now see the full history of actions that were taken on a ticket (and who took them) right within the ticket thread.
The actions you'll be able to see include status changes, priority changes, assignments, snoozes, and read receipts. You can also see when a rule runs against a ticket and causes one or more of these actions.
Ticket history gives you the ability to track the entire history of a ticket so you can see exactly what happened, and the data never lies. :)
If you ever need to edit or change the contact information associated with a ticket, you can do so using the dropdown menu in the top right of the ticket page next to the contact's name.
Editing lets you adjust the information associated with the existing contact. Updating any info here will update it across all tickets from this contact.
Changing lets you search and choose a different contact.
Or you can create an entirely new one.
When you change the contact on a ticket, it just applies to that one single ticket.
With Groove we've taken a simplified approach to priority: either something is a priority, or it's not. There are no varying degrees of priority.
Priority tickets are represented by a star in both the list view:
and the ticket view:
To mark a ticket as a priority, just click the star in either view and that ticket is now a priority.
You can also sort your ticket list based on priority using either "Starred - Highest" or "Starred - Lowest" from the available sorting options.
Groove's "Snooze" feature is perfect for those moments where you want to re-open a ticket at a later time, or remind yourself to follow up with a customer. Snooze gives you the option to pick a date and time to change a ticket’s status back to Open, if you have not heard back from the customer before then.
To use this feature, just click "Snooze" up at the top of the ticket and set the date & time you'd like it to re-open.
Note: If you manually change the status of the ticket before your snooze period is up, it will override and remove your snooze settings form the ticket.
Keeping Track of Snoozed Tickets
You can create a folder to keep track of tickets that are currently snoozed.
There is a "Snooze state" condition that can be set to:
If a customer submits two requests for the same issue, or submits a request that fits under a previous ticket, you can merge the two tickets together to avoid multiple responses.
When viewing a ticket, you’ll see other tickets from the same customer in the right sidebar.
(If the ticket you want to merge with isn’t one of the customer’s five most recent tickets, just click Show All to see older tickets.)
If you hover your mouse cursor over any of the tickets in the sidebar, a Merge button will appear.
The older ticket will appear in a popup. To complete the merge, just click Merge Into Ticket in the bottom right corner.
That’s it! Once you’ve completed those steps, the two tickets will become one.
Merging Tickets the "Old Way"
For those situations where a customer emails you from two different email addresses, or two people from the same organization contact you about the same issue, you can merge two unrelated tickets together using the old merge method.
To do this, click the down arrow in the top right corner of the ticket page, next to the ticket number. Here you'll see an option to "Merge Ticket."
Clicking this brings up a popup window where you can search for the ticket you want to merge into using either the ticket number or the subject line.
Once you find the ticket, select the radio button next to it and click the "Merge Ticket" button to merge them together.
Using this method, it's important to note that you cannot merge into a closed ticket. You must first re-open the ticket and then you can merge.
Super Important Note: Merging can not be undone.
If you need to Cc or Bcc one or more email addresses on a reply, you can do so by hovering over the little gear icon in the top right corner of the reply box.
This adds a new field at the top of the reply box where you can enter as many comma separated email addresses as you need.
To add a Cc or Bcc to a New Ticket in Groove, click the Cc or Bcc links just to the right of the customer email.
There are two ways you can move one of your tickets to a different mailbox.
1. In the ticket list view, check the tickets you want to move and then use the mailbox icon that appears at the top of the list to select the mailbox.
2. On the ticket page, click the dropdown arrow in the top right of the ticket and select the mailbox.
If you're keen on hotkeys, we do have some keyboard shortcuts when working on the ticket page that should help your workflow go a little bit faster. The Keyboard shortcuts we offer cover submitting tickets, changing status, assigning to agents, or inserting canned replies.
Ticket Inspector Keyboard Shortcuts:
You can tab through the options on the ticket form to assign an agent, group, or status to your ticket.
Use J+K or the up and down arrows to select the specific agent, group, or status you’d like to assign to your ticket. Pressing enter when the Submit As button is highlighted will send your ticket, and ⌘Command+Enter will send your ticket at any time.
To quickly hyperlink text in your reply, select the text and use ⌘Command+K to bring up the link modal.
Canned Reply Keyboard Shortcuts:
Open the Canned Reply menu with ⌘Command+Shift+i, and navigate through the list with your up/down arrows.
Right Arrow expands a collapsed category and Left Arrow will collapse it again. Pressing Left Arrow within an expanded category will jump back to the category title.
To insert a highlighted reply, simply press Right Arrow, Tab, or Enter within an expanded category.
Note: Windows folks, replace ⌘Command with the Control (Ctrl) key. Shortcuts do not work from the ticket list, only the ticket page.
Our collision detection feature gives you visual cues to let you know when another agent is already working on a ticket.
In the ticket list view, you'll see the other agent's avatar layered on top of the contacts avatar, on the left side of the ticket.
In the ticket view, you'll see this information right at the top of the ticket highlighted in yellow. It shows you whether an agent is viewing the ticket or if they're currently typing their reply.
Worry no more about typos or replies being sent to a customer by mistake. With "undo send" enabled for your account, you can bring those replies back and make your edits before sending for good.
Turn on "Undo Send" under Settings > Preferences.
You can set your undo period between 5 - 30 seconds. Then when you reply to a ticket you'll see a countdown appear underneath your reply. Click "Undo" to re-open your reply in the editor.
If you have "take me back to all tickets" selected in your preferences, your undo option will appear in the ticket notification in the top right of the page.
"Undo Send" also works for internal notes and it follows the same preference that you have set. If you're quick enough, you can even see both separate countdowns at the same time.
Groove sets up each inbox to sort as Updated - by Newest by default, but you can easily customize your sorting options based on what works best for your workflow.
Click the hyperlink next to Sorted By in the top, right corner of your inbox and select a sorting method from the dropdown menu.
Not only can you sort by when your tickets were last created or updated, but you can also sort by Priority if priorities are assigned. If you're sorting tickets in any folder aside from All New and Open, you'll also be able to sort via Status. Whatever sorting term is listed first (Newest, Oldest, etc) that will be the tickets at the top of your inbox.
When certain events take place, Groove sends an email right to your inbox depending on your notification settings. Each agent can choose their own notification preferences, based on how active they'd like to see Groove in their inbox.
To adjust your notifications, visit Settings and select Notifications.
Enable the notifications you'd like to receive from Groove by checking (or un-checking) the boxes next to any of the notification options.
Click Save Notification Settings and you're all set! You'll receive an email from Groove next time any of the selected events takes place in Groove
To change the subject line of a ticket, click into the ticket and hover your mouse over the subject line. You'll notice the background turns yellow and if you click on the subject it becomes an editable text field and you can make any changes that you need.
When you're done, just hit Enter/Return and you'll be on your merry way.
To view the raw email headers of a message you received:
1. Open up the ticket in your Groove account.
2. Locate the down arrow next to the timestamp on the right side of the message.
3. Hover over the down arrow and click "Show Original" in the menu that appears.
4. The email headers will open in a new tab.
To print a ticket, you just need to use your browser's available print option when you're viewing the ticket you want to print. For example:
Printing in Chrome
Printing in Safari
Then you'll see in the print preview that the ticket is formatted in a way that it can easily be printed on paper, or saved as a PDF file.
To remove a label from one of your tickets, first click into the ticket so you're on the ticket page. At the bottom of the reply box, where your labels are you'll see a little 'X' next to each label. Clicking this will remove it from the ticket.
Users who are admins in your account can delete tickets two different ways.
Deleting from the ticket page
To delete a single ticket, you can click the down arrow in the top right corner next to the ticket number. Here you will see a Delete Ticket option.
Deleting from the ticket list
To delete multiple tickets at once, you can check the boxes next to the tickets you want to delete, and then click the trash can icon that appears at the top of the page.
Please note that deleting is a permanent action and your tickets can not be recovered once they have been deleted.
In Groove, email tracking is enabled for your account by default so you're never left wondering if someone has read your reply. Look for these read receipts as part of the ticket history, right underneath your most recent reply on the ticket page.
Please note that email tracking cannot be disabled at this time.