To edit a support ticket, please choose the appropriate ticket and open it by clicking on the link.
There are three available tabs:
- Reply to a Customer
- Re-Assign Ticket
- Add to Knowledge Base
Reply to a Customer
To send a reply to a customer, please click on the Clear button to remove a customer's request. Now, enter your answer in the text field. You have an opportunity to add a predefined reply to your message by clicking on the Predefined button. You can get more information on prefedined replies here. (see section 10.5)
You may choose to add a signature to your message instead of entering it manually. Then, you should click on the Add Signature button.
If for any reason you want to delete the text of your message, click on the Reset button. The text of your reply will be deleted and you can enter a new text instead the old one.
Sometimes, your message will require an attachement. In this case click on the clip sign on the right top of the message and upload the appropriate file in the open window, then close the window.
When your message is finished, you should choose a status with which you want to send your reply. By default, it can be closed or answered. However, you may create another status in the Statuses section. To get an additional information on statuses, please refer to Statuses section. (see section 10.10)
Now, you can send your reply. To do this click on the Reply button and your message is sent.
Re-Assign Ticket
You may want to reassign the ticket to another specialist or the department. Then you click Re-Assign Ticket tab and choose a person to whom to reassign the ticket.
You can enter some text to the text field. After this click the Assign button and this ticket will be reassigned to a person or a department you selected.
Add to Knowledge Base
You have an option to copy a support ticket to a knowledge base. It is usually useful when you want this ticket to be available for all your customers. The entries copied to the knowledge base may be edited before they are inserted into the knowledge base. For more information please see the Knowledge Base section. (see details)
In cases you received a wrong or a spam ticket, you may either choose to close or delete this ticket by clicking Close Ticket or Delete Ticket correspondingly. |
