This article helps you understand how to use different filters in a conversation feed. You’ll see how it works in Catchers Helpdesk. Let’s start.

You can filter all conversations on the ticket page for the easier organization. Filtering Conversations allow you to view conversation messages by author and status selectively. Agents love it when is hard to monitor and control a long feed. Available only in PRO version

Screen Shot 2016-03-17 at 15.54.47
Conversation feeds colors

Conversations can be colorful! You’ll notice a few border colors, each representing a different type of thread:

  • Customer replies have a white background with no border.
  • Agent replies always have a blue border.
  • Private notes are represented by a yellow border.
  • Status changes always have a grey border.

 

Screen Shot 2016-06-28 at 09.37.54

You’ll always be replying to the person shown in the Customer Profile section, in the right panel. If there are any Cc or Bcc addresses attached to the thread, those people will also receive your message. Do not afraid be funny, polite and attention to details. Your customers love it!

Screen Shot 2016-06-28 at 09.51.55

In case you have a long conversation feed, it is comfortable to work with filters. For example, you need to check only private notes with your agents and find some gap. You don’t need to browse all feed, just click on the Private Notes tab.

History tab will show you all the ticket’s status changes. Sometimes it can be useful to understand the individual workflow.

 

Related articles

Ticket history and Tickets export

Forwarding and Cc and Bcc fields