0:00 Hey team, quick video here walking through just the basics of the redo support tool. We're going to start out talking about views and adding views, what each view means, and then we're going to go to closing and responding to tickets.

0:14 So jumping in, the first thing you'll notice is that support has appeared here on redo. There are a couple new settings that we'll go over as well and you can feel free to reach out to your rep about, but if we click on support, then you'll see a whole bunch of different views.

0:30 I know this can be a little bit overwhelming. Note that all and above are custom views and tailor and below are, excuse me, all and above are default views and tailor and below are custom views.

0:41 So talk about what each one of these means. Assigned to me means that that ticket has been assigned to you, obviously, right?

0:49 Each person that's working in ReDo will have a unique email identification. They can be managed in settings and users here at the bottom of settings.

1:00 If you want to add another user so that they are logged in with a unique email, then you can go ahead and do that.

1:06 Now, everything that's assigned to you has been assigned to you right here. Assignee is Sam Wiseman. That's me. If I wanted to change that and assign that to somebody else, then I would pop up in there, assigned to me.

1:19 Unassigned means that that ticket has not yet been assigned to somebody. If I was assigned to assign this ticket to somebody, it would be removed from that assigned to me field.

1:28 The open is any ticket that's currently open. So open and closed are sort of the two statuses of our tickets.

1:35 There's also a snoozed ticket. But an open ticket means that there's currently something that you want to do for that ticket.

1:42 It doesn't mean that you haven't read the ticket, but it means that you're hoping to respond to that customer soon.

1:47 So let's come into this message with Colby Cook. And what we can do is hit uh just like send him some sort of text and then we can hit reply and close.

2:01 That closed that message and it actually brought it from the open into the closed view. So now you'll no longer find that message here in open.

2:09 The other thing that we could do is just close it instead of replying in close but automatically just close that.

2:15 Ticket that'll move it again from open down to the closed view. Say that we were in a scenario where the customer we hadn't responded to the customer yet, but we wanted to later that day or maybe we had sent them something we wanted to follow up with them in a couple of hours.

2:33 What we could do is come here into this message with Beth and instead of closing the ticket, we could snooze it.

2:40 We hit snooze. We can select a time that we want to snooze it to so we could say tomorrow or this week.

2:45 weekend or next week, we can go ahead and pick a more specific So snooze could be a handy feature. Closed is everything that's closed.

2:54 Snoozed is everything that's snoozed. And then the all will actually encompass all of your messages. Closed, snoozed, uhm, open, unassigned, assigned to me, all of those.

3:07 You'll notice that there will be some overlap among these views. Uhm, one thing to note is that this all this number next to all signifies how many open tickets you currently have.

3:19 So if we were to come into one of these custom views, you can add a view and filter that view down by channel.

3:26 This is the most typical use case that we see, but perhaps you have some, uh, different support person that's in charge of managing Facebook and Instagram compared to one support person that's managing email.

3:40 We could go Instagram DM and Facebook Messenger and then assign that view to one particular customer. A couple other options here that you're welcome to play around with.

3:49 They should all be pretty intuitive. That is the majority of responding and closing tickets. Um when we look just at responding a ticket, one thing to note is that if we were to type in here and then hit reply, this is actually going to send a message to the customer wherever they originally messaged

4:09 in. So it'll send them an Instagram DM back. All right guys, hopefully this is helpful.

And never hesitate to reach out to us with any questions.