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.
Bulk actions
In a queue listing, tick the checkboxes on several tickets to act on all of them at once: assign to yourself or a teammate, resolve, close, reopen, or move to another queue. Your per-queue permissions still apply to each ticket, and any ticket that cannot take the action is skipped instead of failing the whole batch.
Live chats
If your tenant has live chat turned on, visitors can start a real-time conversation from a Chat button on your community. Answer them from the live console at /help/agent/chats: active chats on the left, the conversation on the right, replies sent as the visitor reads them. Each chat is a normal ticket behind the scenes, so it keeps its queue, SLA, and history, and you assign it, add internal notes, or change its status just like any other ticket. One tip: only turn live chat on when someone is available to answer.
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.
### Bulk actions
In a queue listing, tick the checkboxes on several tickets to act on all of them at once: assign to yourself or a teammate, resolve, close, reopen, or move to another queue. Your per-queue permissions still apply to each ticket, and any ticket that cannot take the action is skipped instead of failing the whole batch.
## Live chats
If your tenant has live chat turned on, visitors can start a real-time conversation from a Chat button on your community. Answer them from the live console at `/help/agent/chats`: active chats on the left, the conversation on the right, replies sent as the visitor reads them. Each chat is a normal ticket behind the scenes, so it keeps its queue, SLA, and history, and you assign it, add internal notes, or change its status just like any other ticket. One tip: only turn live chat on when someone is available to answer.
### 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.
