Troubleshooting
A few things that don't behave the way you might expect yet.
Problem
The "Snooze" option on a ticket doesn't seem to do anything.
How to work around it
Snooze isn't functional yet. Use the On-Hold status instead to park a ticket you're not actively working.
Problem
Clicking "Escalate Ticket" fails.
How to work around it
Manual escalation isn't working yet. Reassign the ticket to the right person, or raise it with them directly, instead.
Problem
I created a category under Predefined Categories, but it doesn't show up when creating a ticket.
How to work around it
Predefined Categories isn't connected to the ticket screen yet — use Labels to categorize tickets instead.
FAQs
Can I set my own custom ticket ID format?
The ID format (prefix, date pattern, digit count) is set per tenant. Ask whoever manages your EnOpSy account to adjust it.
What's the difference between a Reply and a Note?
A Reply is emailed straight to the customer. A Note is internal only and the customer never sees it. See the Tickets page for the full comparison, including Comments.
Does the widget and the customer portal share the same tickets?
Yes — both create ordinary tickets in the same queue your agents work from. They're just two different front doors for the customer.