Creating and Using Folders

Folders are a great way to organize your agent workflow by keeping track of labeled tickets, channeling tickets from Facebook or Twitter, or delegating responsibilities to Agents. It takes less than 4 minutes to learn how to use them.

Video Transcript

Hi there. I’m Mo. Head of Customer Success at Groove. And I’m here to teach you about using folders.

Your folders display in the left side bar, and are a great way to organize agent workflow. You can use them to keep track of labeled tickets or delegating responsibilities to specific Agents. To manage your folders, head to the Settings Menu and select Folders. We set you up with 5 default folders in Groove, but you can add as many as you need by clicking +Add Folder in the left side bar.

You can title the folder whatever you’d like, but since we’ll be using this folder to organize Twitter tickets, we’ll call it Twitter Support.

The first thing you’ll need to decide is whether you want the folder to contain all of a set of conditions, or any one of a list. If you select All, every condition listed must be true in order to filter into that folder. If you choose Any, any one or more of the conditions listed can be true to be included in the folder.

We’ll choose All.

Next you’ll need to select a condition. There are a wide array of conditions to choose from including by label, priority, status, channel, the agent or group a ticket is assigned to, and a variety of time based conditions we’ll cover later. Since we’re creating a folder for Tweets, we’ll choose Channel is Twitter. We’ll also include the condition Status is Not Closed to make sure the only tickets included in this folder are open or pending.

You can also set who on your team can view each folder. If it’s best suited for a specific Group or Agent, you can make the folder specific to them. This folder, for example, is specific to team social, and since it pertains to support, we’ll make it a folder for the support mailbox. Save Folder, and it’s now visible in the left side bar with your other folders.

You can also create time based folders determined by the number of hours passed after a particular stage in the ticket’s story. It’s a great way to remind your team to follow up with customers who might be waiting on a resolution.

There are a variety of time based conditions to choose from, but we want to make sure tickets in pending are not forgotten about, so for this folder we’ll choose Hours since pending, and type 48 for the number of hours allowed to let a ticket sit in pending before meriting a follow-up response. Once two days have passed you’ll see tickets left in pending filter into that folder.

If you decide you’d like to edit the conditions of a folder later, just head back to folders and click on the folder you need to edit.

Since this folder is response needed, we’re also going to include status is urgent, and make sure to select tickets match Any of the following conditions so either one of these conditions can be true to be included.

Move your folders up and down the menu list to effect which order they appear in your ticket side bar menu. If you’d like to temporarily remove a folder from your list without deleting permanently, just press Hide and the folder will go dormant and no longer be in the ticket list side bar. If you’d like to include the folder in the list again, press Show and it will reappear. If you no longer need a folder, press the trash can to delete the folder permanently.

In the inbox ticket list view you’ll see your folders update accordingly with the changes you have made, and whatever folder is listed first will serve as your default inbox.

And that’s just about everything there is to know about folders to get your tickets nice and organized. Let us know if you need any more help!

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