Access the Ticket Navigation by clicking on the 'Inbox' menu.
Click the 'Create Ticket' button on the left menu underneath the inbox.
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. |
Run rules. (Apply matching rules to this ticket) | Execute the rules that you have configured under Settings → Rules |
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
Your customer opened the message
Note: If the recipient is blocking our tracking pixel, the second arrow will never change to green.
