Author
Patrick Bass Submitted
Jun 7, 2026 9:51am Reviewed
Jun 7, 2026 9:51am Summary
Added by audit doc-gap batch
## 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.
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### Replying
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#**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.
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## 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**.
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### Status and assignment
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### Macros — one-click actions
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Use the **Status** dropdown to mark tickets as Pending, Resolved, or Closed. Use the **Assign** panel to assign tickets to agents or queues.
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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.
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## Status and assignment
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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
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Click ✨ to get an AI-generated reply suggestion or ticket summary (requires BYOK Anthropic key).
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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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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.
Replying
- Scroll to the reply composer.
- Choose Public reply (visible to the requester) or Internal note (agents only).
- Use a canned response if available.
- Click Send.
Status and assignment
Use the Status dropdown to mark tickets as Pending, Resolved, or Closed. Use the Assign panel to assign tickets to agents or queues.
AI tools
Click ✨ to get an AI-generated reply suggestion or ticket summary (requires BYOK Anthropic key).
## 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. ### 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**. ### Status and assignment Use the **Status** dropdown to mark tickets as Pending, Resolved, or Closed. Use the **Assign** panel to assign tickets to agents or queues. ### AI tools Click ✨ to get an AI-generated reply suggestion or ticket summary (requires BYOK Anthropic key).
