Triage a queue
List open tickets in my workspace.
Show me all open tickets assigned to me, newest first.
Which of our open tickets are marked high priority?An OAuth connection answers these within your own permissions, so “assigned to me” and “our tickets” mean what they would mean in the web app. See Authentication.
Read a ticket
Show me ticket #42 with its full description.
List all comments on ticket #42.
Summarize the conversation on ticket #42 and tell me what the customer is still waiting for.Tickets can be named by number or by UUID, so
#42 is enough.
Search
Find tickets mentioning “refund not received”.
Search our tickets for anything about failed card payments in the last week.Search covers ticket subjects and the text of their comments, and returns the most recent matches with a snippet of the text that matched.
Reply and draft
Draft a reply on ticket #42 thanking the customer for their patience and asking for their order number.
Add an internal note on ticket #42 saying the payments team is investigating.A draft is saved on the ticket for you to review and send from NeetoDesk. A reply is published on the ticket where the customer reads it, and a note stays internal. Neither is emailed to the customer by the assistant.
Create and update
Create a ticket for customer@example.com with subject “Login issue” and description “Customer cannot reset their password.”
Update ticket #42 to resolved and set its priority to low.
Assign ticket #42 to oliver.smith@example.com.
People
List the team members in my workspace.
Invite sam.smith@example.com to the workspace as an Agent.
Create a customer for sam.smith@example.com named Sam Smith.
Reports
How many tickets changed status in the last 7 days?
Show me agent response-time reports for this month.
Which group had the fastest average resolution time over the last 30 days?
Summarize our customer satisfaction survey results for July.
Forms
List the enabled web forms in my workspace.
Chaining work together
The tools compose, so a single request can span several of them:Find every open ticket about refunds, summarize what each customer is asking for, and draft a holding reply on the oldest one.
Compare this month’s agent performance against last month and tell me who improved most.