The Support Console

Description

The Support console is where support agents work customer tickets. PlaidCloud staff see every tenant’s tickets; a partner agent sees only the workspaces they’ve been assigned (see Managing Support). If you have support access, a Support item appears in the left navigation.

Work the Queue

The console opens on a sorted, filterable list of tickets. Saved-view tabs across the top narrow it:

• Active — everything that still needs attention
• Unassigned — tickets no one has claimed
• My tickets — tickets you’ve claimed
• Needs response — a customer is waiting on a reply
• Awaiting customer — you’ve replied; waiting on them
• Urgent — high-priority tickets
• Snoozed
• Resolved

The list is sorted by priority, then by how long the customer has been waiting, so the most pressing work is at the top. Use the search box to filter by text; PlaidCloud staff can also narrow to a single workspace.

Open and Read a Ticket

Click any row to open the ticket thread. The header shows the workspace, status, and who (if anyone) has claimed it. The thread shows every message with its sender; internal notes are shown to agents (highlighted) but never to the customer. Attachments render inline for images, with a download link for other files.

Claim a Ticket

Claiming signals that you’re handling a ticket and puts it in your My tickets view.

1. Open the ticket
2. Click Claim (click Unclaim to release it)

Claiming is separate from Chatwoot’s own assignment — it’s a lightweight “I’ve got this” for your team. A ticket is unclaimed automatically when it’s resolved.

Reply to a Customer

1. Open the ticket
2. Type your reply in the box at the bottom
3. (Optional) Click Attach to add a screenshot or file (up to 10 files, 10 MB each), or Insert saved reply… to drop in a canned response
4. Click Send

The customer is emailed your reply, and the ticket moves to Awaiting customer.

Add an Internal Note

To leave a note for other agents that the customer never sees:

1. Type your note in the reply box
2. Check Internal note
3. Click Send

Internal notes appear highlighted in the thread and are agent-only. The toggle resets to a public reply after each send.

Set Priority, Resolve, Reopen

• Priority — pick a level (Urgent / High / Medium / Low / None) from the priority selector; the queue re-sorts accordingly.
• Resolve — click Resolve when the issue is handled; the customer is emailed. Click Reopen if it comes back.

Escalate to PlaidCloud

A partner agent who needs PlaidCloud to take over a ticket can hand it off:

1. Open the ticket
2. Click Escalate

The ticket is routed to PlaidCloud’s support team. Escalation also happens automatically for tickets left unclaimed and unanswered past your organization’s configured window — see Managing Support.