Working with tickets

If someone leaves a public reply on a ticket that’s closed, it’s automatically reopened.

Filtering

Searching by content

You can search tickets based on their content. Enter the search query then press the Search button.

Searching by author name

You can search tickets based on the author name. Enter the search query then press the Search button.

Filtering by status

You can filter tickets based on ther status. Click the “Open Tickets” or “Solved Tickets” button to filter tickets.

Responding to tickets

Replying

You can reply to social media posts. To open the response form, click the reply () button below the ticket you want to respond to.

Internal Notes

You can leave internal notes, visible only to other brand members. To open the internal note form, click the note () button below the ticket you want to respond to.

Solving / Re-Opening

You can Solve open tickets and Re-Open solved tickets. Click the solve or reopen (/) button below the ticket you want to change the status of. Only members of a brand can Solve or Reopen tickets that belong to that brand. If you solve a ticket that has replies, all of its descendants will automatically be solved as well. If you reopen a ticket that has replies, all of its ascendants will automatically be reopened as well.

Personal account

If you aren’t a member of a certain brand, you can respond to related tickets only from your personal account.

You can only respond on the social network that is currently authenticated in your User settings.

Brand account

If you are a member of a certain brand, you can respond to related tickets from the brand’s social network account.

Webhook Integrations

If you want to create a ticket manually, just submit a POST request to https://app.respondohub.com/brands/{BRAND_ID}/external_tickets.json using this format.

You need a Personal Access Token for creating external tickets. Please see the documentation for managing personal access tokens.