Hands-on Activity

Navigate the agent dashboard

Now it’s time for you to practice. Follow the steps below to navigate the agent dashboard, agent profile, and the ticket interface.

1. Log in to your company's support website. 
2. Identify the following areas of the agent interface:
   • Top toolbar
   • Side bar
   • Main window 
3. Use the search bar to look for a ticket request. Once you find the ticket and open it, identify the following fields on the left panel of the ticket interface: 
   • Assignee
   • Type
   • Tags
   • Priority 
4. Locate the following components on the middle and right side of the ticket interface:
   • Conversation fields
   • Ticket comments (notice the distinction between public replies and internal notes)
   • Customer context