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Knowledge Base:
Tickets
When I send or receive an email in Helprace, who is it from?
Adding a link to KB article or topic in a ticket reply
Enabling and customizing customer satisfaction ratings
Real-time support for tickets
Setting the return email address in ticket replies
Agent collision detection in tickets
Changing ticket requester
Searching for all tickets submitted by a customer
Adding a shared signature to tickets
Macros
Setting Instant ticket rules (triggers)
Rules & Notifications: Using Instant and Time based rules to manage workflows
Searching tickets and setting up filters
Changing ticket properties directly from your email inbox
Setting Time Based ticket rules (automations)
Trash, spam and suspended tickets
Ticket statuses within Helprace
Assigning a ticket to the staff member (agent) who created it
Adding carbon copy (CC) emails to your tickets
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