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.

To see tickets list, use module Support.

To find a specific ticket, use Search or filters:

1

Choose New ticket:

2

Insert details, indicate department:

3

Save information.

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.

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:

To edit or delete ticket, use Options menu:

Another way to edit ticket is to review and choose Settings:

Update ticket status:

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.

Predefined replies, Departments and Statuses settings are available here.