Support

List of paragraphs:

• Tickets list
• Creating new ticket
• Reviewing ticket
• Creating related entries
• Editing and deleting
• Automatic tickets

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.

5

Responses sent to customer will be shown sent from the from the department’s email address.

6

If ticket status was changed to Closed, customer will receive email notification.