This feature is useful, if you want your customers or potential customers to create new ticket or reply to a ticket via email. How does it work Let’s say you a particular support department and it has an email address. When your customer or potential customer sends an email to the address of the department,Read More.
To open a new ticket go to Support > New Ticket Select a customer’s contact. The name and email address of the contact will be automatically populated and cannot be edited. If it is not a customer then check the Ticket without contact box at the top. In that case you will have to manually enterRead More.
Predefined replies are set of answers to commonly asked questions. The advantage of this feature is if you set it up in advance, when you answer a ticket you don’t have to compose the same answer over and over again. You can just select the title from a dropdown list and the system will automaticallyRead More.
To setup support departments by going to Settings > Support > Departments NOTE: Only team members who belong to the department where the ticket is assigned will receive the email notifications. To add a team member in a department go his profile and select the department. You can attach multiple departments with a profile.Read More.