How to handle your Support Tickets with Outvio Desk

In this article, we will cover everything you need to know to be a "pro" at handling support tickets!

📝 Create a new ticket

Click on the Pencil Icon next to "Inbox".

📂 Navigate and manage your tickets

From your Inbox, use the left-hand menu to access folders. Open a ticket and click on the menu icon (...) in the top-right corner.

Hover over the ticket number to copy a shareable link.

🔁 Open, Snooze, and Close Tickets

You can move tickets to different states: Open, Snooze, or Close.

• Use Snooze if waiting on a courier, another team, or the client.
• If the client replies, the ticket reopens automatically.
• Mark as Closed once resolved.

⚙️ Additional Actions

Assigned tags are shown at the bottom of the actions menu.

Use Follow to stay informed on progress and updates.

Click on ... → Match Order to link a ticket to an existing order.

You can apply actions to multiple tickets in bulk:

🗒️ Leave internal notes

Click the note icon inside the ticket to write internal notes.

Mention teammates with @name. They’ll get notified.

Mentions appear in the same folder as followers:

🔒 These notes are only visible to logged-in agents. Customers never see them.

👤 Assign tickets

Click “Assign to agent” on the top right to assign the ticket to yourself or someone else.