Documentation

Sending and receiving messages

Sending messages

Receiving messages

Adding a customer to a ticket

Separating a new ticket

Printing messages

Change of ticket queue

Additional options

Ticket deletion

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Sending messages

If you want to send a new ticket, click the button on the left side above the list of tickets.

See how our add ticket sheet looks like.

In the left section we have available:

• To the customer - user sends message to customer,
• On behalf of - user sets up a ticket on behalf of a customer,
• Source - ticket source: Phone, Email, SMS, Chat,...,
• Queue - select an ticket queue,
• Assigned to - assign a user to handle the ticket,
• Status - select ticket status,
• Category - select an entry category,
• Priority - select ticket priority,
• Tags - possibility to tag the ticket.

In the central section you will find:

• Topic - subject of the ticket,
• Email - option to send an email or enter content on behalf of the customer,
• Comment - opportunity to leave a comment on the ticket,
• To: / From: - customer's e-mail address,
• Cc: - people in the copy who also get the message, you can enter a maximum of 30 addresses,
• Content - message content, you can add a ready-made message template,
• Add attachment- option to add an attachment for the customer e.g. screen, the maximum file size is 25 MB,
• Link the conversation - ability to link a phone call from today to a ticket,
• Link chat - option to link the chat from today to the ticket.

In the right section, we have:

• Customer details - information about the pinned customer to the ticket,
• Note - CRM note of a particular customer,
• Recent tickets - last three tickets from a given e-mail address or pinned on a given customer,
• Last order - last order from the e-commerce platform of a given CRM customer.

When writing a message you have the option to change the font size, type and color. You can set the default font - you configure it in ticket parameters.

When sending a message, you can set the delay with which it will be sent (the default is 30 seconds). This will allow you to cancel sending the message, for example, in case of a mistake.

When you press , a message will appear informing you of the time the message was sent. By clicking Cancel the message will not be sent.

You can also schedule the message to be sent on a specified date up to two weeks in advance:

Receiving messages

If you receive a new message it will be signaled in the user panel and in the browser tab:

In the list of tickets, the subject of the new message will be in bold.

Enter the ticket by clicking on the message - this card is slightly different from the new ticket card.

Adding a customer to a ticket

If a person writes to you that you don't have in your CRM database, you can easily add them to a ticket or assign this ticket to an existing customer (for example, if the customer sent the message from a different email address).

Click "Add customer" - two options will appear:

• Add customer

Option to add a new customer, which will be assigned to this ticket and placed in the customer database. A window will appear on the screen where you can add a customer, a company or a customer and a company - fill in the data and click .

• Assign to existing customer

You can also assign this ticket to a customer who is already listed in the CRM database - a window will appear where you can search for a person or company. Decide also whether you want to assign the e-mail address from which the message was sent and all tickets from this address to the customer.

Separating a new ticket

- Create ticket based on the current message - option to create a ticket based on a specific message (the content and attachments are copied).

A tab for a new ticket opens on the screen, in which the subject, default queue, assigned user, priority and category are the same as in the ticket from which we are splitting the message. The message is created with a status of New.

Information about the separation of the ticket will appear as a system comment in the ticket.

Printing messages

- Print - possibility to print the message,

It is also possible to print the entire correspondence - click the - Print all icon, which is located at the top of the correspondence when collapsing/expanding the message.

A window will appear on the screen, where you can use checkboxes to uncheck/check the messages you want to print. In addition, it is possible to check to show the presence of attachments in messages. By default, all messages are checked. Once selected, click .

Change of ticket queue

In the ticket the default queue is set - if you want to change it to another click Change queue. When the ticket queue is changed, the user's assignment is also written off.

A window will appear on the screen where you can select another queue and an assigned user.

The ticket will show information in the form of a system comment.

Additional options

By expanding the button at the bottom right of the page you have the following options:

• Forward

Option to forward correspondence to selected people. Enter the e-mail address and the content of the message, decide whether to include comments in the forwarded correspondence as well, and whether the response should go to the ticket in question.

When you click the button, the system will display the information as a comment.

Those to whom correspondence has been forwarded receive a message containing the details of the order (including ID number, status and subject of the message), the user who forwarded the ticket and a full history of the correspondence.

• Merge

Option to merge messages with the same customer email address. Enter the ticket to which you want to join another ticket, expand the button and select Merge.

The system will display the information in the form of a comment. The customer can get information about the merge of the ticket (you can configure it in the tickets parameters).

• Observe/Stop watching

When you click you will or will not observe the ticket.

• Unassign customer from this ticket

Option to write off the customer from a given ticket. The system will display the information as a comment.

Ticket deletion

The button to delete tickets is located on the left side above the list of tickets.

After selecting this option, a window confirming the deletion of the message will appear on the screen.

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