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
- 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.
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.
#**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.
