The video describes suggested configuration steps to have your support department on solid ground while providing top-level customer service.
Config > Tickets > Tickets
First of all, it is important to define a sender name and email from which your emails will go through.
In this section, you are able to define:
- Ticket auto-assignment and notifications;
- Automatic ticket status change based on a specific action;
- A default ticket type;
- A default ticket group for tickets received via API or Portal.
Ticket statuses, Types and Groups
The next important step in ticketing configuration flow is to define ticket statuses and types that are specific to your business. It is also useful to divide your agents into specific groups like Finance, Sales, Support, so tickets will be automatically assigned to a relevant group. All these steps should be configured at
Config > Tickets > Miscellaneous ticket configuration
Config > Tickets > Inboxes
Having multiple inboxes enables your end-users to easier communicate with you by sending a message to your email address instead of submitting a ticket. You are able to add various email addresses for each department like email@example.com, firstname.lastname@example.org, email@example.com etc. The ticket will be automatically created and assigned to a corresponding group.
It is also possible to configure a deny list and block unwanted sender emails.
Config > Tickets > Ticket widget
This feature enables you to place a support widget on your website, so your customers can easily fill in the form and submit a support ticket.
Config > Tickets > Ticket canned responses
This feature allows you to streamline the answers of your support department and save time when replying to the same customer’s questions, etc. It is possible to set global canned responses or separate them by groups or agents. Each agent might have its own unique saved responses.
Config > Tickets > Ticket notifications
This is an important section that you should configure based on your business requirements. It allows you to enable notifications with unique message templates for your admins and customers depending on various ticket actions.
Config > Tickets > Ticket Automation
This feature is created to simplify and automate the work of your administrators. It enables you to create custom scenarios to automate your support flow. For instance, you can close the tickets automatically, and reply with a canned response to a customer if the ticket has a certain status for more than 7 days. All these options are fully customizable per your business needs.
If you’re stuck on something or further information is needed just send an email to firstname.lastname@example.org and our team will help you out!