Productivity widgets and tools are designed to help agents stay organized directly inside the ticket interface. These features reduce reliance on external notes, task managers, or email threads.

By keeping all relevant information in one place, agents can resolve tickets faster and with fewer errors. This article explains how to use tasks, personal notes, CC recipients, smart ordering, and ticket printing.

Tasks List Widget

The Tasks List Widget allows agents to break complex tickets into manageable steps. Instead of relying on memory or external tools, tasks can be tracked directly within the ticket.

This is especially useful for escalations, technical investigations, or cases involving multiple actions. Tasks provide visibility into progress and help ensure nothing is overlooked.

Key capabilities:

• Create task checklists inside tickets
• Mark tasks complete or incomplete
• Track progress visually

Tasks are visible to all agents with access to the ticket.

Personal Notes Widget

Personal Notes allow agents to store private information related to a ticket. These notes are visible only to the creator and are never shared with customers or other agents.

They are ideal for reminders, internal observations, or follow-up ideas that should not appear in the main conversation. Personal notes help agents maintain clarity without cluttering shared ticket content.

Key characteristics:

• Completely private

• No notifications triggered

• Ideal for internal tracking

CC Recipients Management

CC management allows additional stakeholders to stay informed without giving them full ticket access. Each CC recipient can have customized notification preferences, preventing unnecessary email noise.

This feature is useful for managers, supervisors, or external collaborators who need updates but should not actively participate in the ticket.

Notification options include:

• Agent replies

• Customer replies

• Internal notes

Smart Ticket Ordering

Smart ordering improves efficiency by allowing agents to sort tickets based on what matters most. Instead of a fixed ordering, each agent can personalize how tickets are displayed.

This flexibility helps agents prioritize urgent issues and manage workloads more effectively. Ordering preferences can be changed at any time.

Available ordering options:

• Priority-based

• Date-based

• Status-based

Print Ticket Feature

The print feature generates a clean, readable version of a ticket for offline use. This is useful for record keeping, compliance, or sharing ticket details outside the system.

Printed tickets include all messages, replies, and metadata, ensuring no information is lost. Tickets can also be saved as PDF files for digital archiving.

Tips for Maximum Productivity

Using tasks consistently helps maintain accountability across agents. Personal notes should be used for private context rather than shared communication.

CC recipients should be added thoughtfully to avoid unnecessary notifications, and smart ordering should be customized per agent role for best results.