A queue is like a pipeline for managing questions from your patrons. Each queue has its own dedicated communication channels, allowing you to receive questions from different sources. Learn how to set up your queues and streamline your ticketing process.

A ticket represents a conversation between you and your patrons - their question, your answer, and any other replies! Tickets can also contain internal notes - for example, a conversation between you and a colleague, or an internal note containing information that might be useful to others answering similar tickets. Learn best practices for answering tickets and how you can use your system to better communicate with your colleagues.

Learning Objectives:

• Setting up ticket sources including SMS and social media
• Creating a question forms
• Creating macros
• Answering a ticket from email or question form
• Answering a ticket from SMS
• Creating tickets from scratch
• Turning a ticket into an FAQ