Working with Requests & Queues

All feedback or tickets that you get from several support channels could be handled in Requests section which provide flexible options to manage support queues and custom reports. Support agents would see only those requests that are intended to be seen from the forums where they have access to, or according to Tickets Visibility in Groups management.

By default you have predefined reports list, where Inbox would display all recent requests in table view.

At the top you can find quick filters option by clicking on which you are able to group, sort or filter objects on the go without any report management.

Work button provides an option to work on the requests in the displayed report one by one.

There is number of system reports provided by default and couldn't be disabled:

  • Inbox - displays all recently added requests sorted by date. Unread requests are shown in bold. This report could be customized later;
  • Deleted - all objects that are moved to trash that could be restored or completely deleted from the system;
  • On Moderation - topics and comments that are currently on moderation and require action from support agents; 
  • Spam - all requests that are considered to be spam or those messages that were bounced back to see which users have wrong emails or system couldn't deliver one of the messages.

All except "Inbox" are protected, and could not be managed. If you don't require them, please disable.

Reports & Queues Management

By default only Administrators of the system can manage all the reports. That could be changed for other roles in Administration » Roles & Groups by creating new role and assigning support agent to it.

Agents with "Manage Reports" permission can create reports for other support staff.

To manage current reports, you can select relative item under Options while you are located on the Requests page and management section with options will appear in the left navigation.

Roles & Groups management is available only in Enterprise package

You can work also with predefined list of provided reports without management. Deactivate them if you don't require or change the order or the reports.

New Reports: Save & Run

In order to build your own custom report, click New » Report in the top right of Requests area or "New Report" button.

UseResponse provides the ability to set specific number of conditions based on custom fields, your custom workflow and business requirements.

Here is one of the examples: you need to review all tickets and topics of your community that have been completed during 10 last days. That's what you need to select in the conditions:

You can define what sorting, grouping, filtering options would be used in the report. The final report also have custom table columns that would provide additional information on the object, limited maximum to 5 to be displayed. There is a way to apply the same table formatting to all reports if you would like to have the same additional information in all other reports.

Finally, you can either Save the report to be used later on frequently basis or just Run it for getting one time results. 

Batch Actions

On requests page you can perform multiple actions with objects and users. To get more details, please see Batch Actions article.

We do apply the same logic in Users section to manage "Users Reports" and companies

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