Finding your way around
← All help
Everyday work
Working the ticket queue
The bell: what it tells you
Undoing a ticket you moved by mistake
Getting tagged in Slack
Finding what just changed
Right-click a ticket to deal with it
Reading a call transcript
Features you can turn on and off
Call transcription
Transcript enrichment
Ticket detection
AI-answered call tickets
/todo notes make tickets
Unanswered-call tickets
Turning features on and off
What each tab across the top is for.
The tabs across the top group everything by what you're trying to do.
- Home — the day at a glance: what came in, what needs a person.
- Calls — every call, with recordings and transcripts where they exist.
- CSR — the ticket queue: the work waiting on your team.
- Settings — people, permissions, and the feature switches.
- Help — you are here.
If a tab is missing for you, your permission set doesn't include it. An admin can change that under Settings.