{"id":16914,"date":"2026-07-01T18:34:14","date_gmt":"2026-07-01T18:34:14","guid":{"rendered":"https:\/\/www.onflo.com\/learningcenter\/?p=16914"},"modified":"2026-07-01T18:47:11","modified_gmt":"2026-07-01T18:47:11","slug":"how-to-collaborate-with-team-members-on-tickets-2","status":"publish","type":"post","link":"https:\/\/www.onflo.com\/learningcenter\/how-to-articles\/how-to-collaborate-with-team-members-on-tickets-2\/","title":{"rendered":"How to Collaborate with Team Members on Tickets"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"16914\" class=\"elementor elementor-16914\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b8e82d2 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b8e82d2\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-79b226f\" data-id=\"79b226f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1b2810e elementor-widget elementor-widget-wp-widget-media_video\" data-id=\"1b2810e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"wp-widget-media_video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div style=\"width:100%;\" class=\"wp-video\"><video class=\"wp-video-shortcode\" id=\"video-16914-1\" preload=\"metadata\" controls=\"controls\"><source type=\"video\/mp4\" src=\"https:\/\/www.onflo.com\/learningcenter\/wp-content\/uploads\/2026\/05\/Collaborating-on-Customer-Tickets-Internal-Notes-and-Handoffs.mp4?_=1\" \/><source type=\"video\/mp4\" src=\"https:\/\/www.onflo.com\/learningcenter\/wp-content\/uploads\/2026\/05\/Collaborating-on-Customer-Tickets-Internal-Notes-and-Handoffs.mp4?_=1\" \/><a href=\"https:\/\/www.onflo.com\/learningcenter\/wp-content\/uploads\/2026\/05\/Collaborating-on-Customer-Tickets-Internal-Notes-and-Handoffs.mp4\">https:\/\/www.onflo.com\/learningcenter\/wp-content\/uploads\/2026\/05\/Collaborating-on-Customer-Tickets-Internal-Notes-and-Handoffs.mp4<\/a><\/video><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-52bf780 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"52bf780\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4ea0094\" data-id=\"4ea0094\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-28d05d0 elementor-widget elementor-widget-html\" data-id=\"28d05d0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<meta charset=\"utf-8\">\n<meta name=\"viewport\" content=\"width=device-width, initial-scale=1\">\n\n<!-- ============================================================ -->\n<!--  PART 1 \u2014 BRAND STYLESHEET                                   -->\n<!--  Paste the WHOLE file into one Elementor HTML widget (not    -->\n<!--  the Text Editor, which strips <style> tags). 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}\n<\/style>\n\n\n<!-- ============================================================ -->\n<!--  PART 2 \u2014 ARTICLE BODY                                       -->\n<!--  Article title = the Elementor post title (H1), so the body  -->\n<!--  starts at H2.                                               -->\n<!-- ============================================================ -->\n<div class=\"onflo-kb\">\n  <h2>Before you start<\/h2>\n  <p>Collaboration is how you bring the right people to the table \u2014 to answer a customer's question or to make an important decision together. Before you dive in, confirm you're the right person to address the feedback, or identify who needs to be involved. From there, follow up as needed using the steps below.<\/p>\n\n  <h2>Steps<\/h2>\n  <ol class=\"okb-steps\">\n\n    <li>\n      <p><strong>Open the ticket and go to the Team section.<\/strong> At the top of the ticket, click <strong>Team<\/strong>, then select <strong>Add Team Members<\/strong>.<\/p>\n    <\/li>\n\n    <li>\n      <p><strong>Search for and select your teammate.<\/strong> Type their name in the search field, then check the box next to their name.<\/p>\n    <\/li>\n\n    <li>\n      <p><strong>Add an optional note, then save.<\/strong> Before saving, you can add a question or context for your teammate \u2014 for example, <em>\"Do you know if we have any tickets left for graduation?\"<\/em> Click <strong>Save<\/strong> when ready.<\/p>\n      <div class=\"okb-callout okb-important\">\n        <span class=\"okb-label\">Important<\/span>\n        <p>Internal notes are only visible to your team \u2014 they are never sent to the customer.<\/p>\n      <\/div>\n      <p>Once saved, the added teammate appears on the right-hand side of the ticket, and your note appears in the message thread marked as an internal note.<\/p>\n    <\/li>\n\n    <li>\n      <p><strong>Continue the conversation with internal notes.<\/strong> Click <strong>Add internal note<\/strong> to keep discussing the ticket with your team. Use the <strong>@<\/strong> symbol to mention a specific teammate and notify them directly. Type your question or update, then click <strong>Post<\/strong>. Repeat as needed until you have enough information to respond.<\/p>\n      <div class=\"okb-callout okb-tip\">\n        <span class=\"okb-label\">Tip<\/span>\n        <p>Use internal notes to document decisions and context \u2014 they create a useful record of how the issue was resolved.<\/p>\n      <\/div>\n    <\/li>\n\n    <li>\n      <p><strong>Reassign the ticket if it belongs to another team.<\/strong> If you realize the ticket was sent to the wrong team, go to the <strong>Topic<\/strong> field in the upper bar and select the correct topic. This routes the ticket to the right group without losing any history.<\/p>\n      <div class=\"okb-callout okb-tip\">\n        <span class=\"okb-label\">Tip<\/span>\n        <p>Reassign before forwarding \u2014 if the right team is already in Onflo, routing through the Topic field keeps everything in one place.<\/p>\n      <\/div>\n    <\/li>\n\n    <li>\n      <p><strong>Forward the ticket outside the system if needed.<\/strong> If you need to share the ticket with someone who doesn't have access to Onflo, click the <strong>three dots (\u22ef)<\/strong> in the upper-right corner of the ticket, then choose <strong>Forward<\/strong>. Enter the recipient's email address (or select an existing user), write your message, choose what to include, and click <strong>Send<\/strong>.<\/p>\n      <div class=\"okb-callout okb-privacy\">\n        <span class=\"okb-label\">Privacy<\/span>\n        <p>Forwarding a ticket via email sends information outside of Onflo. Be mindful of what you include \u2014 ticket details may contain student or family data covered under FERPA.<\/p>\n      <\/div>\n    <\/li>\n\n    <li>\n      <p><strong>Reply to the customer once collaboration is complete.<\/strong> When your team has everything it needs, click <strong>Reply to customer<\/strong> in the lower-right corner. Type your response, choose the appropriate status \u2014 <strong>In Progress<\/strong>, <strong>Pending Details<\/strong>, or <strong>Closed<\/strong> \u2014 then send the reply.<\/p>\n    <\/li>\n\n    <li>\n      <p><strong>Close the ticket if the issue is resolved.<\/strong> Set the status to <strong>Closed<\/strong> and send your final reply to the customer. You're then ready to move on to your next ticket.<\/p>\n      <div class=\"okb-callout okb-note\">\n        <span class=\"okb-label\">Note<\/span>\n        <p>When you close a ticket, the feedback form is automatically sent to the customer.<\/p>\n      <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Before you start Collaboration is how you bring the right people to the table \u2014 to answer a customer's question or to make an important decision together. Before you dive in, confirm you're the right person to address the feedback, or identify who needs to be involved. From there, follow up as needed using the...<\/p>\n","protected":false},"author":45,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_kad_post_transparent":"default","_kad_post_title":"default","_kad_post_layout":"default","_kad_post_sidebar_id":"","_kad_post_content_style":"default","_kad_post_vertical_padding":"default","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"categories":[409,450],"class_list":["post-16914","post","type-post","status-publish","format-standard","hentry","category-how-to-articles","category-best-practices","tag-ticket-management"],"_links":{"self":[{"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/posts\/16914","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/users\/45"}],"replies":[{"embeddable":true,"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/comments?post=16914"}],"version-history":[{"count":5,"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/posts\/16914\/revisions"}],"predecessor-version":[{"id":16963,"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/posts\/16914\/revisions\/16963"}],"wp:attachment":[{"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/media?parent=16914"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.onflo.com\/learningcenter\/wp-json\/wp\/v2\/categories?post=16914"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}