Agents can set their status to indicate availability. “Start shift” when you log in, and “End Shift", when you're ready to log off.

The available statuses include:

• Online: Ready to receive new tickets.
• Away: Temporarily unavailable but still logged in. 
• Inactive: If there is no activity in the Workplace for 15 minutes from the agent, the “Inactive”-status is updated automatically.
• Offline: Not available for any customer interactions.

Supervisors also have the ability to override agent statuses when needed (coming soon).

• Displays all incoming customer conversations from all contact channels.
  • Chats are presented with a small chat bubble icon
    • 
  • Emails are presented with a small envelope icon
    • 
• The queue shows, if the end-user is Online in the webpage the chat widget is on, or Offline.
  • 
    • Green: End-user is online on the webpage the chat widget is on
    • Red: End-user is offline / no longer active on the webpage the chat widget is on
    • Emails are always offline tickets.
• Tickets are being routed to the queue automatically, when the agent is Online.
• Agent can enter the ticket by clicking the ticket in the queue

See the page of Smart Ticket Router to understand better prioritising logic.

Open handled tickets from all channels are visible under the agent's name in order. Click on the end-user name to switch between different conversations.

Displays customer information, such as:

• Name
• Ticket ID
• Email
• Organization
• Brand
• Category
• Language
• Channel
• Customer segment
• Updated (dd.mm.yyyy, 12H format)

• Internal Notes: Add private notes related to the ticket.
• Escalation details: Available for “Specialist” role.
• Information: Includes end-user's:
  • Location
  • Browser
  • Platform
  • Device
  • IP Address
  • User Agent
• PAM Profile: When PAM is connected through JWT, agent can click on PAM Profile to access directly correct customer's back office information and see possible JWT connections to the player profile.
• Ticket History: Displays past interactions to provide context for ongoing support.
• AI Events: Read AI Agent's reasoning.
  • Why it has categorized a ticket in a certain way
  • Why it has responded in a certain way
    • See also if it has the information available in the policies or not.

• Templates: Predefined replies for common queries.
  • Templates-button to view, add and search for templates
  • Quick command /t to search for templates in the message field.
• Email response: Send an answer as an email instead of a chat message
  • Quick command /e
• Send Attachments: Send customer attachments 

• Categorize ticket: Categorize conversations for better tracking.
• Ticket Status: Change ticket status.

• Invite Agent: Assign or transfer tickets to another agent or team.
• Escalate ticket: Escalate complex issues to specialists.
• Add any additional notes: Add private notes visible to team members.

The main area where agents interact with customers via chat or email. Text editor for composing responses. In the text composer, you're able to send the player messages by writing in any of the native languages you know. You can also use the templates in the text composer.

Internal notes are ticket-related. For player -related notes, we recommend using respective back office.

You can access the ticket's internal notes by pressing “Internal Notes” in Agent Workplace, whilst you have the ticket open.

Adding a Internal note

1. Click on “Internal notes”
2. Click on “New note” at the down right corner
3. Add your note and possible attachments and click “Save”.

You can see all end-user information in the “Information”-tab.

• It includes end-user's:
  • Location
  • Browser
  • Platform
  • Device
  • IP Address
  • User Agent

You can change the conversation language with the player by clicking the “Language”-section in the ticket in Agent Workplace. You can choose between the languages, that have been allowed with the brand.

You can see all end-user's previous conversations in the same brand and email address in the “Ticket history”-tab. It includes all past chat and email conversations.

The different colour beads in the ticket history indicate the ticket status, which you can see in this article.

Escalating a ticket

If you can't resolve the end-user's matter in 1st line support, you can escalate it to the second line support. Consult your own team about which categories are connected to which 2nd line departments.

To escalate a ticket:

1. Choose a category accordingly to which department you want to escalate the ticket to
2. Click on “Escalate ticket”
3. Add your Escalation notes to the 2nd line support. Escalation notes are mandatory.
4. Click “Send”. After that, the ticket will disappear from your open ticket view and go to the Specialist queue.

Receiving a de-escalated ticket

When a ticket is being de-escalated from 2nd line support to 1st line support, Agent receives it in their ticket queue like a normal ticket. See de-escalation notes in order to act accordingly to the ticket.

Escalation notes are visible in the “Escalation notes”-tab in the ticket. Agent can recognize de-escalated tickets from the “Ticket de-escalated” action in the ticket events.

Agent can send an end-user a new ticket by clicking on “New ticket”-button at the bottom of the ticket queue.

• Brand: Choose the brand to send the message from.
• Category: Choose the category related to the message.
• End-user email: Add end-user email.
• Language: Choose the language the message is being sent. 
  • Template selection will be according to the language chosen.
• Subject: Subject of email
• Content: Message content of email

Agent can invite another agent to the ongoing chat or email conversation by pressing “Invite agent” button and choosing whom to invite to the conversation. 

For the time being, you can request your Admin to add or change your profile picture.

For the time being, you can request your Admin to add or change your alias / display name.

Email address updating needs to be requested to the Admin.

You can update your password in the TUGI login page, part “Forgot your password?”.

The brands, roles and department assignments need to be done by the Admin.

You can add an internal note to the ticket in the Agent Workplace.

1. Under the player's first name, click on “Internal notes”
2. A tab opens on the right side of the screen. You can read any notes related to the ticket, or you can add a new note.
3. Add a new note by pressing “New note”-button above the text composer field.
4. Write your note, add any needed attachments and press “Save”.

Tickets, that are not yet in a “closed”-status, can be reopened from the Ticket Inbox. Please see the article about Ticket Inbox in here.

You can send an email response in the thread by toggling “Send as an email”-toggle under the text composer in Agent Workplace, or using quick command /e.

Merging tickets is not possible yet, but it's coming in soon.

You have a few options.

If the ticket needs to be handled by 2nd line support team, it needs to be escalated. See below how to escalate a ticket.

If you need a team member join in, you can use “Invite agent”-function in the Agent Workplace.

If you can't resolve the end-user's matter in 1st line support, you can escalate it to the second line support. Consult your own team about which categories are connected to which 2nd line departments.

To escalate a ticket:

1. Choose a category accordingly to which department you want to escalate the ticket to
2. Click on “Escalate ticket”
3. Add your Escalation notes to the 2nd line support. Escalation notes are mandatory.
4. Click “Save note”. After that the lower part of the ticket will freeze with grey color and you can close the ticket.

Receiving a de-escalated ticket

When a ticket is being de-escalated from 2nd line support to 1st line support, Agent receives it in their ticket queue like a normal ticket. See de-escalation notes in order to act accordingly to the ticket.

De-escalation notes are marked with “Ticket de-escalated with notes:”

You can see all end-user's previous conversations in the same brand and email address in the “Ticket history”-tab. It includes all past chat and email conversations.

You can also them in Ticket Inbox, by filtering the player's email address and brand to see all their conversations.

The different colour beads in the ticket history indicate the ticket status, which you can see in this article.

You can send messages by using response templates in the Agent Workplace, by clicking the Magic wand -icon below the text composer.

You can search templates, and add them easily.

You can also use a quick command “/t” to search and send templates in the text composer.

You can attach files to a ticket by clicking the Attach-icon below the text composer. Choose the file you want to send the customer, and click “Send”.

Agent can send an end-user a new ticket by clicking on “New ticket”-button at the bottom of the ticket queue in the Agent Workplace.

• Brand: Choose the brand to send the message from.
• Category: Choose the category related to the message.
• End-user email: Add end-user email.
• Language: Choose the language the message is being sent. 
  • Template selection will be according to the language chosen.
• Subject: Subject of email
• Content: Message content of email

If your internet connection, browser or electricity cuts off unexpectedly, the tickets you had Ongoing, will be routed back to the queue after two minutes.

In case that you press “End shift”-button in the Agent Workplace when you have Ongoing tickets, those tickets will be immediately routed back to the queue.

In the Agent Workplace, there's two different types of notifications of incoming tickets and also message replies in tickets.

1. Sound notification:
   1. Notification of new tickets in the queue: A lower notification sound. To clear the queue sound, you need to be active in the Agent Workplace.
   2. Notification of new messages in open conversations in the Agent Workplace. To clear the notification sound, open the ticket that's receiving new messages in the Agent Workplace.
   3. The notifications sound every 10 seconds, until you've acknowledged them, unless you're active in the Agent Workplace, in which case they will only alarm once.
2. Notification bullet 
   1. Indicates, that there's new messages in the conversation from the customer

Ticket notification modification is an upcoming feature.

There could be a few reasons why the ticket interface isn't loading properly. Try the following steps:

1. Refresh the page – A simple refresh (Ctrl + R or Cmd + R) often resolves temporary glitches.
2. Check your internet connection – Make sure you're connected to a stable network.
3. Clear browser cache – Cached data can sometimes cause issues. Try clearing your browser cache and cookies.
4. Try another browser – Our platform works best on the latest version of Chrome or Firefox.
5. Check for known outages – Visit our page to see if there’s a current service disruption.
6. Contact support – If the issue persists, please report it to your internal IT team or submit a bug report through the Help section.

f your replies are stuck or not going through, try these steps:

1. Double-check your internet connection – Unstable networks can interrupt sending.
2. Check for error messages – Look for any system error or warnings
3. Refresh the ticket view – A page reload might re-establish the connection and allow your message to go through.
4. Copy your reply before refreshing – So you don’t lose what you’ve written.
5. Contact your Team Lead or IT support – If it keeps happening, there may be a system issue that needs to be escalated.

If you encounter a system bug, follow these steps to report it:

1. Take a screenshot or screen recording of the issue, if possible. Make sure it includes any visible error messages.
2. Note the steps you took before the bug occurred — this helps the technical team reproduce the issue.
3. Include relevant details, such as:
   1. Your browser and device
   2. Ticket ID (if the bug occurred within a specific ticket)
   3. Time and date when it happened
4. Submit the report via:
   1. The dedicated slack channel or
   2. Emailing nelli-noora@tugitark.com 

Make sure to flag whether it’s blocking your work or a minor issue, so it can be prioritized accordingly.