Teamwork
Collaboration
Internal notes, saved replies, internal tickets and protection against double replies.
Discuss a ticket in an internal note the customer cannot see. Reply with saved replies, split and merge tickets, and the “Also viewing” hint keeps two operators from replying to the same customer.
Good to know
Change history is kept in the company-wide action log. There is no separate change feed in the ticket card yet.
Frequently asked questions
Can I see who has already read a message?
Yes. A message shows which employees have viewed it, and the ticket card has an “Opened by” log.
Can I format a reply?
Yes: bold, italic, code and links from the toolbar or with keyboard shortcuts.
Where it helps
More in this section
Try it on your own tickets
The trial lasts 14 days on the “Pro” plan with all features. Sign in with A3.ID.