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.

Updated 4 months ago

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 2 years 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 2 years 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.

Updated 2 years ago

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 2 years ago by Mitchell Paul-Soumis

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.

Kristen Fiddes
Updated 2 years ago by Kristen Fiddes

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.

Updated 3 months ago

How to Integrate Inbound Mailboxes with Slack

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

Updated 2 years ago

Advanced Ticketing Features

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

Mitchell Paul-Soumis
Updated 3 months ago by Mitchell Paul-Soumis