Support

List of paragraphs:

Support module is for managing customers inquiries and tickets.

Tickets list

To see tickets list, use module Support.

To find a specific ticket, use Search or filters:

Creating new ticket

1
Choose New ticket:

2
Insert details, indicate department:

3
Save information.

Reviewing ticket

To review ticket, go to the list and press on ticket number or subject:

See all the details related to ticket:

Add response that will be sent to a customer:

Insert notes for internal communication among employees, see related tickets, tasks and attached files.

Creating related entries

1
To create a related entry, choose type, for example, Tasks, and select New task:

2
Describe task and save.
3
Task will be available both in ticket profile and in Tasks module.
4
To create related task, also use this button:

5
Ticket replies as well can be converted to a task:

Editing and deleting

To edit or delete ticket, use Actions menu:

Another way to edit ticket is to review and choose Settings

Update ticket status:

Automatic tickets

System allows to automatically create tickets that were received as email to a certain mailbox.

1
Choose Setup -> Support -> Departments. Indicate at least one Department email and fill in mail server settings.

2
Inquiries, received to this email, will automatically create as tickets. Automatic tickets will be created only from unread emails.
3
All the users that belong to this department will be notified about new tickets.

4
Customer will receive automatic response that his inquiry was received.
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Responses sent to customer will be shown sent from the from the department’s email address.
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If ticket status was changed to Closed, customer will receive email notification.

Predefined replies, Departments and Statuses settings are available here.

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