mobieusHelp: Agent Workspace

mobieusHelp Agent Workspace

The agent workspace (/help/agent) is where support agents manage and respond to tickets.

Dashboard

Shows assigned tickets, queue counts, and recent activity.

Viewing a ticket

Click any ticket to see the full thread, internal notes (agents only), and ticket metadata.

#Who else is here. If another agent has the same ticket open, a banner at the top names them ("Alex and 1 other also viewing this ticket"). It updates live, so you can coordinate before two of you reply at once.

Replying

1. Scroll to the reply composer.
2. Choose Public reply (visible to the requester) or Internal note (agents only).
3. Use a canned response if available.
4. Click Send.

Macros — one-click actions

Above the reply box, the Macro picker applies a pre-built bundle in one click: it can post a templated reply, set the status and priority, assign the ticket, and add tags together. Pick a macro, click Apply, done. Your admin sets these up under Help desk → Macros.

Status and assignment

Use the Status dropdown to move a ticket through its lifecycle: New, Open, Pending, On hold, Resolved, or Closed. A closed ticket can be reopened (back to Open) if a customer follows up. Use the Assign panel to assign tickets to agents or move them between queues.

AI tools

Click ✨ to get an AI-generated reply suggestion or ticket summary. These are part of mobieusAI — they need an Anthropic API key and the AI master switch at Admin → AI, and they are on by default once AI is enabled. An agent always reviews and edits before anything is sent.

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