8. Undo a mistake

Show me in Utilops

When you need this: you closed the wrong ticket. You handed a ticket to the wrong person. You deleted a saved reply you still wanted. Almost everything you do in Customer Support can be taken back, and you do it yourself.

Steps

1. Save something. A green message slides in at the top right of the screen. It says what you did, and it has an Undo button.

   

2. Click Undo. A small window asks if you are sure. Click Undo again. The ticket goes back the way it was.

3. The green message waits five minutes, then it goes away. If it is gone, look at the bottom left corner of the screen. There is a round blue button with a number on it. Click it.

   

4. The panel is called Recent actions. It lists your last ten actions in this section, newest first. Find yours and click Undo on its row.

5. For something older than that, click Data Management on the left side, then click Change History. Every change is listed with who made it and when. Rows that can be taken back have an Undo button.

   

6. If what you need is a record you deleted, click Data Management, then click Recycle Bin. Deleted records wait there for 30 days. Click the blue Restore button on the row to put it back.

   

What cannot be taken back here

• A reply already sent to the customer, by email or by text. Send a second short message on the same ticket that says what the right answer is.
• A survey email the ticket sent when you closed it. Let it be, and tell the customer when you talk next.
• A card payment you took while you had the customer on the phone. The card company already has the money. A refund is a separate job, under Billing & Payments, then Refunds.
• A report already filed with the state. Call the agency and ask how they want a correction.

Utilops tells you which one you are in. When an action cannot be taken back, the green message says so in plain words and tells you what to do instead. It never offers a fake Undo.

Made a mistake? Click Undo on the green message that appears, or open Show me how at the top and pick Undo a mistake.

You are done when

The ticket reads the way it did before. The green message says the action was undone, and the row drops out of Recent actions.

If something looks different

There is no round button in the corner. You have not done anything undoable on this page yet. The button only shows when there is something to take back.

The row says Undo is not available. Read the words under the row. They say why, and what to do instead.

Undo will not run for you. Undo needs the same permission the action needed. If you could not have made the change, you cannot take it back. Ask your administrator.

Somebody else closed the ticket. Recent actions only shows yours. Use Change History under Data Management to find a coworker's change. The ticket itself also keeps a running list of every change on it.