Ticketing: Overview

This document provides a general overview of the ticketing system within Sonar as well as ways to interact with tickets and ticket features.

Advanced Ticketing Features

This article provides details on some of the advanced features available from within Sonar's ticketing interface.

Getting Started with Ticketing

This table of contents provides links to relevant articles in order to assist with getting your instance set up with using Sonar's Ticketing feature.

How to Integrate Inbound Mailboxes with Slack

This article provides instructions on how to integrate your inbound mailboxes with Slack.

Canned Replies Examples & Templates

This article walks you through the process of creating Canned Replies - highlighting the use cases and providing links to the detailed examples page.

Exploring Ticket Groups

This article discusses the creation of ticket groups, providing use cases for various groups, and examples of common public and private groups.

Ticket Categories Best Practices & Example Build

This article details the process behind creating a new ticket category in addition to providing some examples of common ticket categories.

Canned Reply Categories

This article details the steps required to create a Canned Reply category from start to finish. It also provides examples of common Canned Reply categories used in customer instances.

Using Parent Tickets

Parent tickets allow you to link multiple tickets together within Sonar's ticketing interface. This document provides an overview on how to set up parent tickets, how you can interact with them, and communications with parent tickets.

Inbound Mailboxes Example Build

Configuring an inbound mailbox allows you to receive incoming email directly into Sonar, which can be automatically converted into public tickets within the system. This article outlines how inbound mailboxes work and also how you can set one up yourself.

Account Management View: Overview

The account view screen is home to both current and historical information about the account and allows you to perform a variety of actions against an account. This article details all of the information and actions that are available from within this screen and how you can interact with it.

Job Types: Best Practices

This Article takes you through the process of creating a new Job Type and explains what a job type is and how to use it.

Network Sites: Management View Overview

This article will take you through the Network Site Management view, detailing the various tabs and pages contained within.

Best Practices for Fast Tracking a Support Request

This article provides instructions for contacting support.

Call Logs: General Best Practices

Call logs allow users to record and collect data while on the phone with a customer. This article provides an overview of how call logs are used, as well as best practices for when using them.