Ticket console · the agent workspace

The ticket console is where your team works tickets: the queue with saved views on the left, the customer conversation in the center and the context with SLA clocks and AI on the right. It also holds the inbound email address, macros, routing, automations, incidents, the knowledge base and the team's metrics.

The ticket console is SellioCRM's service workspace: one place to work tickets in a queue, from the customer's first email to the satisfaction survey. It uses the CRM's own Ticket object, so everything you already record (subject, company, contact, category, channel) still holds and shows up in the customer's 360 view.

Open it from the side menu, in the Service group, under Ticket console. The Tickets object stays in the same group for people who prefer the form, the board by status and the list views.

A three-pane layout

The console opens in three panes, designed for people who work service all day: views and queues with counters on the left, the customer conversation in the center, the ticket's context on the right. On a phone the views pane becomes a selector at the top of the list, so it takes no space.

The queue and saved views

• The left column brings ready-made views with the number of tickets in each: Open, Unassigned, Mine, Pending (waiting on the customer or on a third party) and Resolved today.
• Saved views: create a named filter by status, priority, assignment and group, for example Urgent for the support team. It appears in the list with its own counter.
• Above the queue sit the search (by subject or requester), the priority filter and the sorting: newest, oldest, by priority or by SLA due date.
• Each row shows the subject, the requester, the status, the priority, the assignee and the SLA state, with colored badges for a quick read.
• Bulk actions: check the box at the top to select several tickets and apply a status or an assignee all at once.

The agent console

When you open a ticket, the conversation appears in the center in chronological order and the properties sit on the right: requester, inbound channel, tags, status, priority, category, assignee and group. Changing any property saves immediately.

1. In the composer, choose Reply to customer to write something the customer will see, or Internal note to record something visible only to the team.
2. The internal note appears highlighted in a different color, so it is never confused with what was said to the customer.
3. Click Attach to send files along with the message (up to 25 MB each). On a public reply, the attachment links also go in the body of the email sent to the customer.
4. Write and click Send (or Add note).

• Ticket number: every ticket gets a sequential number per organization, in the format #000123. It is immutable and appears in the queue, at the top of the ticket and in the reply email.
• Timeline: the Timeline tab merges, in order, the public and internal messages and the change events (creation, status, priority, assignee and other properties).
• Mentions and followers: in an internal note, use Mention to pull in a coworker. They get a notification and start following the ticket. Anyone can follow or unfollow from the properties pane and is notified on every update.

Macros and variables

1. Click Manage macros to create canned replies with a title and a body.
2. Optionally, the macro sets the status and the priority to apply when it is used.
3. In the composer, select the macro under Apply macro: the body drops into the reply field and, if configured, the status and priority are applied.

Macros and replies accept variables in double braces, filled in at send time: {{protocol}}, {{ticket_subject}}, {{requester_name}}, {{agent_name}} and {{org_name}}, among others. Under Channels and routing you set a Service signature, appended to public replies; the agent's personal signature, when there is one, takes precedence.

SLA: targets, pauses, hours and holidays

The SLA state appears in the queue and on the ticket: On time or SLA breached while it is open, and Resolved on time or Resolved late once it is resolved. On the right, the first response, next reply and resolution clocks count down and change color: green, amber near the target and red once it is past due. When you change the status to Resolved or Closed, the resolution date is stamped automatically.

• Automatic pause: moving the ticket to Waiting on customer or Waiting on third party pauses the resolution clock and shows an SLA paused badge. Returning to an active status resumes the clock. Time spent waiting counts neither against your target nor in the metrics.
• Next reply: each policy can set a next reply target. The clock starts when the customer replies and resets on every new public reply from the agent.
• Business hours: on the SLA and hours tab you set days, hours and the time zone (enter a zone such as America/New_York so daylight saving is respected). Turn the restriction off to count elapsed time (24x7 service).
• Holidays: register holidays by date. On those days the office counts as closed and the target is pushed to the next business day.
• Policies: each policy matches by priority, group or category (blank means any) and sets targets in business minutes. They are evaluated in list order and the first active one that matches wins. With no policy matching, the hours per priority under Settings, Service apply.
• Breach risk: an estimated bar shows whether the ticket is at low, medium or high risk of missing the target, along with the reason.

Inbound email: the email becomes a ticket

1. Open the ticket console and go to the Channels and routing tab.
2. Click Generate support address. The CRM shows an address in the format support+your-code@domain.
3. In your email provider, forward your support inbox to that address.
4. That is it: new emails open tickets and the customer's replies land in the same conversation.

The sender is matched to a Contact by email; the first time around the Contact is created, and the ticket's channel is set to Email. Every reply sent to the customer carries the ticket code in the subject, in the format [#XXXXXXXX]. When the customer replies keeping the code, the message joins the same conversation instead of opening a new ticket; if the ticket was resolved or closed, it reopens.

Automatic acknowledgement: under Channels and routing, turn on Acknowledgement and write the text with variables. When an email opens a new ticket, the requester immediately receives the acknowledgement with the ticket number. It starts off.

Merging tickets and side conversations

When the same subject turned into two tickets, open the one you want to keep as the main one and click Merge. The other one's messages move into the main ticket and it is closed with a note pointing to where it went.

Need to talk to a vendor or another team without the customer seeing it? Use Side conversations, right below the main thread: enter a subject and the participants by email, write the message and the CRM sends it. Everything is recorded on the ticket, kept apart from the conversation with the customer.

Auto-assignment and automations

Under Channels and routing, set for each team how tickets are distributed as they enter the group: Round-robin (rotates among the agents) or By load (the agent with the fewest open tickets goes first). Leave it Off to always assign by hand.

On the Automations tab you build rules of the form when something changes, then act. Each rule has an event (the ticket is created, or a property changes), optional conditions on status, priority, category, group and assignee, and one or more actions.

• Actions: set the status, priority or category; assign to an agent or to a group; apply a macro; notify the assignee; notify the whole group; send the satisfaction survey.
• Rules run at the exact moment of creation or change, anywhere in the CRM: the console, editing the record or an integration.
• Drag by the handle to the left of the name to reorder; they are evaluated top to bottom.
• Time-based automations: these run on their own periodically and act on the clock, for example escalating a ticket with no first response for X business hours, warning when the target is close to breaching, or closing tickets resolved N days ago. Each one acts at most once per ticket.
• Outbound webhooks: under Channels and routing, notify external systems on every ticket event (created, updated, resolved, new message), sending to a signed URL or to the messaging channels already connected in the Integrations hub.

Artificial intelligence on the ticket

With AI enabled, the right-hand pane analyzes the ticket and suggests: category and urgency, customer sentiment scored 0 to 100, a summary of the history, similar tickets and knowledge base articles. In the composer, the Suggest reply (AI) button drafts a reply from the conversation, in your interface language. The AI never sends anything to the customer on its own: you review, edit and decide.

Knowledge base and help center

Your knowledge base feeds a public self-service portal with search across titles, content and tags. At the bottom of the page, the still need help form suggests related articles as the person types (deflection) and, if it is still necessary, opens a ticket straight in your CRM.

• Under Marketing, Knowledge base, the Articles tab lets you write, edit and send for review; the Review tab is the approval queue (Approve and publish, or Reject with a reason); the Import tab creates a draft from a URL; the Feedback tab shows the most helpful articles and the ones that need attention, based on reader votes.
• Every save keeps a history and you can restore an earlier version.
• Each article has a language, and the public search can filter by the reader's language.
• On the SLA and hours tab you build the portal's intake forms: beyond name, email, subject and message, add your own text, list or email fields, with conditional display. Mark one as the default for the help center to use.

Incidents and status page

1. Open the console's Incidents tab and create an incident with a title and a severity.
2. Link the tickets affected by the same event.
3. Publish updates on the incident's timeline and notify everyone affected at once, by email to the requesters of the linked tickets.
4. When you resolve it, record the root cause and the post-mortem.
5. Mark it as public to expose a status page open to your customers.

Satisfaction and metrics

When you resolve or close a ticket, the CRM automatically emails the requester a satisfaction survey, with a 1 to 5 rating and a comment. It goes out once per ticket. When the customer answers, the rating appears in the console's Satisfaction block and is written to the ticket's own fields. Turn it on or off under Automations, Satisfaction survey, and use Resend survey whenever you want to ask again.

On the Metrics tab you follow a 7, 30 or 90 day window: tickets created, resolved and open, average first response time, average resolution time, percentage within SLA, average satisfaction with the response rate, backlog, first contact resolution, reopen rate and load per team, broken out by channel and by category plus a table per agent. The indicators show the change against the previous period and a small daily chart, and the reports can be exported to PDF or XLSX.

Common questions

• Sending the survey depends on the requester's email, from the ticket field or the linked Contact, and on email sending being configured.
• When you export or anonymize a data subject under Settings, Privacy, the content of that requester's messages and ratings is included or anonymized as well.
• Integrations with external help desks create tickets in the CRM automatically; once created, you work them here like any other.
• In the mobile app you can also follow the queue, open a ticket, reply and change the status.
• For the customer to follow their own tickets, reply and reopen them, see the customer portal article.

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