Author
system Submitted
Jun 14, 2026 6:59am Summary
KB drift-audit reconciliation 2026-06-14: corrected to match dev (report deliverables).
## 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
−
#**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**.
+
### Status and assignment
−
### 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.
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 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.
## 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 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.
