Ticket Management
Managing your tickets is fairly self-explanatory, but here are some pointers.
Tickets can have one of three statuses: Pending Action, Awaiting Reply or Closed.
Use these statuses for top-level organisation of Tickets.
New tickets will always start ‘Pending Action’
When working on Tickets, admin users need to manually mark when a Ticket is ‘Awaiting Reply’ (from the customer). This is a single-click operation from the Ticket detail page.
Likewise, if an admin user wants to change a Ticket from ‘Pending Action’ to ‘Awaiting Reply’, this can be done with a single click.
When an admin user replies to a ticket an email WILL be sent out to the customer to notify them that the conversation has been updated.
When an admin user makes a note on a ticket, an email WILL NOT be sent and the customer never sees notes.
When a customer replies to a ticket email, the Ticket is updated and the status is automatically set to ‘Pending Action’ (even if it was previously closed)
If you need to organise Tickets internally along custom divisions, use either ‘Stages’ or ‘Tags’, both of which should be set up by account owners.
Attachments can be added to both replies and notes.
Attachments added to replies WILL be sent to the customer.
Attachments added to notes WILL NOT be sent to the customer - they are just for record keeping (for example, if the customer sends you an image by WhatsApp and you wan’t to add it into the Ticket).
We recommend you make use of the ‘Related To’ field to add in any customer Orders, Estimates, Credits etc that are related to the Ticket. That way you have a link to those records immediately at hand when dealing with the Ticket.
You can draft out a response to a customer without sending it by editing the 'draft response' field. When ready to send the reply, just move it to the 'response' field by clicking on the right-pointing arrow.
Create a summary of the ticket in the 'summary' field. This will be displayed on all list views - giving a quick overview of what each ticket is about.
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