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Knowledge Base
Engage
Engage
Learn to manage customer interactions, respond to opportunities, and handle service requests.
User Roles & Permissions
What are the different user roles in Engage?
What can an admin do in Engage?
Reporting and Analytics
How do I access reports in Engage?
How do I understand the queue activity report in Engage?
How do I track agent performance in Engage?
Additional Features
How do I reassign a ticket in Engage?
How do I create and manage surveys in Engage?
How do I use ticket tags in Engage?
How do moderation words work in Engage?
How do preset responses work in Engage?
How do I request a DM in Engage?
How do I track ticket logs and action logs in Engage?
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Tips & Troubleshooting
How long does a ticket stay assigned in Engage?
How do I refresh conversations to see new mentions in Engage?
How do I translate a mention in Engage?
What are Nudges in Engage, and how do they work?
How do I like, hide, or delete comments in Engage?
How do I use the Take A Break button?
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Ticket Management
What is a ticket in Engage?
How are tickets processed in Engage?
What do the different ticket statuses mean?
How are tickets prioritised in Engage?
Getting Started
How do I log into Engage?
How do I navigate the Engage interface?
What are the ticket statuses on the front page of Engage?
How do I select or switch teams in Engage?
Working with Tickets
How do I view and open a ticket in Engage?
How do I respond to a mention in Engage?
How do I use preset responses in Engage?
How do I add and manage notes on a ticket?
How does the conversation tree work in Engage?
How do I handle priority customer tickets?
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