Track A — Agent Essentials
Day-to-day skills every agent needs: views, tickets, statuses, SLAs, macros.
- Search and recently viewed tickets
- Merging duplicate tickets and merging users
- Bump-bump-solve — chasing quiet customers
- Follow-up tickets vs reopens
- Using macros to reply faster
- SLAs — first reply, next reply, solve
- Ticket statuses explained — the "tennis game"
- Assigning tickets — take vs assign
- Public reply vs internal note
- Anatomy of a ticket
- Agent collision detection
- Filtering and bulk-updating tickets
- Your views — the agent's inbox
- The top bar: Add menu, search, recently viewed
- Logging in and the home dashboard