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.

Morgan Wynnes
Updated 23 hours ago by Morgan Wynnes

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.

Julianna Durie
Updated 5 months ago by Julianna Durie

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.

Mitchell Paul-Soumis
Updated 8 months ago by Mitchell Paul-Soumis

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.

Morgan Wynnes
Updated 7 months ago by Morgan Wynnes

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.

Mitchell Paul-Soumis
Updated 7 months ago by Mitchell Paul-Soumis

Ticket Groups To Consider

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

Mitchell Paul-Soumis
Updated 7 months ago by Mitchell Paul-Soumis

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.

Morgan Wynnes
Updated 4 months ago by Morgan Wynnes