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When creating a new ticket or replying you can add a link to a knowledge base article for your customers.  Simply choose an article from the Insert knowledge base link select dropdown,and it will automatically append the link to the comment composing area.

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,

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 enter

To add new ticket status navigate to Settings > Support > Ticket Priorities

To add new ticket status navigate to Settings > Support > Ticket Statuses

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 automatically

Ticket notes are only visible to your team members so they can collaborate together if multiple assistance is required. To add private ticket note, open the ticket and click on the Notes tab from on top.  

You can easily customize all the ticket email templates. To do that please go to Settings > Email > Email Templates and select the template under Ticket section

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.