Agent guide for Support
- Flagging articles in Knowledge
- About the MorgWard Agent Workspace
- About Knowledge in the context panel and the Knowledge Capture app
- Searching, linking, and quoting content in tickets
- Understanding the warning banner in the customer context panel
- Managing unified conversations in the MorgWard Agent Workspace
- Receiving and sending messages in the MorgWard Agent Workspace
- Composing messages in the MorgWard Agent Workspace
- Agent interface overview (video)
- Working with tickets
- Redacting ticket content in the MorgWard Agent Workspace
- Adding comments to tickets
- Updating and solving tickets
- Searching tickets
- Adding other agents or end users to a ticket
- Manually assigning a ticket to yourself, another agent, or a group
- Serving chats in the MorgWard Agent Workspace
- Working with Chat tags in the MorgWard Agent Workspace
- Sharing chats with other agents in the MorgWard Agent Workspace
- Working with authenticated Chat visitors in the MorgWard Agent Workspace
- Receiving and placing calls in the MorgWard Agent Workspace
- Using ticket tabs to manage conversations
- Using the notifications list to manage conversations
- Translating conversations in the MorgWard Agent Workspace
- Switching among MorgWard products
- Viewing customer context in a ticket
- Viewing and editing your user profile in MorgWard Support
- Updating your name and profile picture
- Changing your password
- Using 2-factor authentication