Support module settings

List of paragraphs:

• Departments
• Predefined replies
• Ticket priority
• Ticket statuses
• Services
• Types
• Spam filters
• Create ticket from the sender
• Other settings

Departments

Indicate Responsible department when creating new ticket.

1. To create a new department, go to Setup - Support - Departments - New record.

2. Fill in the department information.

3. To enable the automatic tickets, fill the fields Email, password, IMAP server and SMTP server.
4. When all fields are entered, select the Test connection button.

5. If filled information is correct, the system will display the save button - select to save the department.
6. Support tickets are created only from the unread emails. Read emails do not convert into tickets.
7. All staff users that are assigned to the department, will receive notifications each time a new support ticket is created.
8. The responses added to the inquiry will be sent to the client via the general account email. However, you may select the option Use staff email and signature in replies to send responses from the responsible user email.

9. Enter keywords so when the system scan letters, it would consider the key words - if there are any in the email subject or body, the letter will be automatically assigned to the selected department.

10. In the field Template variables enter the information that should be scanned in the letter and saved in the system. For example, if you have received the email from the client via the different email address than the registered address, the system will assign the letter to the client if the email will contain variable Email with the specified email address that is registered in the client card.

11. When ticket status is changed to Closed, the client will received an automatic letter that their inquiry has been closed.

Predefined replies

Ticket can be responded with predefined reply.

1. To create a new reply, go to Setup - Support - Predefined Replies - New record.

2. Fill the reply information and save.

3. The new reply will be displayed in the predefined replies list and ready to be used.

Ticket priority

When creating a ticket, select priority.

1. To create a new priority record, go to Setup - Support - Priorities - New record.

2. Fill the information fields and save.

Ticket statuses

When a new ticket is created, you can change its status.

1. To create a new status record, go to Setup - Support - Statuses - New record.

2. Fill the information fields and save.

Services

You can indicate service when creating new ticket.

1. To create a new service, go to Setup - Support - Services - New record.

2. Fill the information fields and save.

Types

You can specify ticket type.

1. To create a new type, go to Setup - Support - Types - New record.

2. Fill the information fields and save.

Spam filters

Spam filters allow to indicate parameters in which cases automatic ticket should not be created. Go to Setup - Support - Spam filters.

Specify the sender, subject or phrase and save.

Create ticket from the sender

You can specify the sender in the ticket department - each time you receive a letter from them, the system will create automatic ticket.

Go to Setup - Support - Departments, select the department editing and enter the sender email address.

Other settings

Setup - Settings - Tickets you will find more settings related to tickets. Indicate:

•          Whether to use services;
•          Who can access ticket;
•          If all department members should receive notification about new ticket;
•          If non staff members can access ticket and change status;
•          Maximum ticket attachments.