Create new ticket

How to open a new ticket for your customer

By Eva
March 5, 2020
  1. Access the Ticket Navigation by clicking on the 'Inbox' menu.

  2. Click the 'Create Ticket' button on the left menu underneath the inbox.

  3. A new dialog will appear, allowing you to create your ticket with ease. Simply fill in the necessary information and hit the 'Create' button.

Fields / Functions

Description

From Channel 

Select your channel from which you want to send 

Assign Team

Select a team you would like to assign the ticket

To

Enter your email recipient. If you enter a name, it automatically searches in the customer database for the email address. 

Cc/Bcc 

Enter your Cc/Bcc email recipient. If you enter a name, it automatically searches in the customer database for the email address. 

Subject 

Email subject/ticket title 

Message

Enter your message. You have multiple functions to design your message.

Create ticket with first message from customer. (Message will not be sent out)

Switch on and the no message will be sent. This is perfect, your customer contact you through your personal email or telephone.

Read receipt

Ensuring prompt delivery of every message to your customers is of utmost importance to us. To streamline the delivery process, an icon is located in the bottom-right corner of your message. It displays one of three different status updates.

Receiving mail server didn't process the message

Receiving mail server received your message

Download.pngYour customer opened the message

Note: If the recipient is blocking our tracking pixel, the second arrow will never change to green.

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