The Productivity Add-on includes two new links in the ticket screen for agents.
These new links are located in two places.
The first location is at the top of the TICKET DETAILS metabox. This box is usually located on the right hand side of the ticket, close to the top of the screen. You can seen an example of this metabox in the above image.
The second location is in another, new metabox called NAVIGATE – by default located at the bottom of the right side of the screen. The beauty of this second metabox is it only contains these links – which means that it can be moved to where its most convenient for the agent. Generally an agent would want to move it up to where its parallel to the ticket reply box .