Commslayer has many undocumented quirks and features. Some are useful, some aren’t. But all are good to know!
In this living document, I’ll walk you through some essential tricks:
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Bulk editing tickets – how to select multiple tickets at once
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How to trigger automation based on the subject line or message content
Bulk editing tickets – how to select multiple tickets at once
Hover over a conversation in the list and the icon on the left of the row turns into a checkbox. Tick it, then add more: tick others one by one, hold Shift and click to select a range, or press Cmd + A (Mac) or Ctrl + A (Windows) to select everything loaded in the list.
A toolbar appears at the bottom of the screen. Use it to resolve, assign, label, set pending, reopen or mark the selection as spam.
Bulk actions: resolve, assign or label many conversations at once →
Sorting & filtering conversation list
This little dropdown causes 20% of my support load. You can use it to switch between ticket statuses: All, Open, Resolved, Pending, Hidden and Spam.
If you leave it on 'ALL', you'll see all your tickets on the conversation list. Remember to switch back to 'Open' to just see the new open conversations when you play around with it.
CMD + K opens the console
Makes switching between dark and light mode easy.
How to trigger an automation based on the subject line or message content
Many are using this to build their own filters for unwanted email. Switch the triggering event to "Message created" and you'll find the "Message content" option.
Spam management in Commslayer →
My new agent can’t see any inboxes?!
Agents and Managers only see the inboxes they were added to. An Administrator can tick the inboxes under Settings → Agents: open the menu on the agent's row and choose Edit. An Administrator, or a Manager who is on that inbox, can also add the person under Settings → Inboxes → Manage → Collaborators. Administrators see every inbox without being added.
How to add new views
Adding a new view is easy, but saving it isn't as intuitive
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Click the + icon beside Views. The Add view window opens.
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Add a name, then click Add filter for each condition, for example Status Equal to Open and Assignee name Equal to an agent.
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Click Create view to save it.
How to mention other people on private notes
Just '@' them!
