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Support Tickets
56 articles
Automatic Workflow
Last Updated: February 18, 2025A Workflow/Automation is a sequence of tasks that can be done Manually or Automatically using certain triggers and conditions to avoid performing the same actions repeatedly. This article will guide you through the process required to learn how to create the Workflow Manually in Mainflow. Create An Automatic Workflow To learn how to create a new workflow automatically, follow the steps with screenshots below...
Setup Customer Support Portal With Global Settings
Last Updated: February 18, 2025The Customer Portal is intended for direct use by end-users where users can view & use the dashboard to submit tickets. This article will guide you to set up your Customer Portal with Global Settings in Mainflow. Global Settings To learn where you can find the Global Settings to set up the portal, follow the steps with the screenshots below — Either go to...
Ticket Tags (Custom Tags)
Last Updated: February 18, 2025This article will guide you through the process of using the ”Tags” feature of Mainflow so that you can easily create Tags that can help you categorize the tickets and assign certain tags to mark any tickets. How To Create Tags To learn how to create tags using Mainflow, follow the steps with the screenshots & GIF below — Go to...
Saved (Templated) Replies
Last Updated: February 18, 2025This article will guide you through the process required to create the Saved (Templated) Replies i.e., create specific replies for tickets and save it as a template to save time by avoiding the redundancy of repeatedly typing similar replies. And, the “Saved Replies” feature allows you to do it easily using mainflow. Saved Replies To create Templated replies using the “Saved Replies”...
Agent Specific Tickets (My Tickets)
Last Updated: February 18, 2025Mainflow provides a helpful feature called “My Tickets” where you can easily view and filter tickets assigned specifically to you as an agent. This article will guide you through the functions of the “My Tickets” feature. Agent Specific Tickets (My Tickets) To learn where you can find this “My Tickets” feature, follow the steps with screenshots below —...
Bulk Action in Tickets
Last Updated: February 18, 2025Mainflow allows you to perform various Bulk actions e.g., replying to multiple tickets at once, closing or deleting tickets in bulk. This article will guide you through the whole process of doing it. Bulk Actions To learn how you can perform various Bulk Actions in mainflow, follow the steps with the screenshots & GIF below — First, go to your Tickets under mainflow Dashboard. Now...
Internal Notes
Last Updated: February 18, 2025“Internal Notes” are private notes about users that only support agents can see. This feature promotes better team collaboration for faster ticket resolution (e.g., you can leave notes for colleagues to continue conversations if you’re stuck in the middle of a conversation at the end of your shift). This article explains the functionality of this...
Creating A Ticket On Behalf Of The Customer
Last Updated: February 18, 2025This article will guide you through the process required to create a ticket for any customer using the Add Ticket functionality of mainflow. (especially in situations where a customer requests your support staff to open a ticket on their behalf). How to Create Tickets on Behalf of the Customer To learn how to create tickets on behalf of the customer,...
Custom Fields
Last Updated: February 18, 2025Custom fields are an advanced WordPress feature in mainflow that allows support agents to add extra information/fields to their ticket submission forms or other submission fields to organize the tickets more sophisticatedly. Custom Fields in Mianflow To learn how to use Custom Fields on your customer Support Portal in mainflow, follow the steps with screenshots below — Go to Global Settings or Settings from the mainflow Dashboard,...
Merge Tickets
Last Updated: February 18, 2025Mainflow allows you to Merge multiple tickets into a single ticket from a single user with all responses included especially to remove the need for separate replies. This article will guide you through the whole process of doing it. Merge Tickets To learn how you can Merge Tickets using mainflow, follow the steps with the screenshots & GIFs below — Remember,...
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