This article covers:

• Ticket lists
• Create custom ticket lists
• Inside a ticket
• Change the email sender
• Reply customer
• Internal chat
• External contact

Ticket lists

Upsales provides lists of Customer Support tickets you can filter by:

My unread tickets: Tickets assigned to you with replies you haven't read
My new tickets: Tickets assigned to you that you haven't opened yet
My open tickets: Tickets assigned to you that require your response
My pending tickets: Tickets waiting for a customer reply
My on hold tickets: Tickets paused for internal reasons (not waiting for customer)
My closed tickets: Tickets assigned to you that have been solved
All unread tickets: All tickets with unread replies
All new tickets: All tickets that haven't been opened yet
All open tickets: All tickets in your support team requiring a response
All pending tickets: All team tickets waiting for customer replies
All on hold tickets: All team tickets paused for internal reasons
All closed tickets: All solved tickets
All archived tickets: Stored tickets that can be accessed when needed instead of being deleted

Create custom ticket lists

To create your own list:

1. Click the filter icon
2. Choose the filters you'd like to use
3. Click on Save & share list
4. Name your list and hit Save

You'll now find your created list in a new section called My lists:

Inside a ticket

1. You can view the details of the ticket submitter, the ticket title, and options for replying to the customer, sending internal messages, and adding external contacts
2. Here are your conversations. You can view them by: All, Customer, and Internal. When you add an external contact, the conversation appears in an extra tab named after the contact's company (or email address)
3. Here are the ticket details: Assignee, Priority, Type, Contact, Cc, Relate to activities, Custom fields, and Tickets (includes open and closed tickets for the contact's company)

Change the email sender

If you have several email addresses and would like to change it, click the email address next to Replies will be sent from, and select a different one:

Configure email for Customer Support tickets

Reply customer

Write your reply under Reply customer. The send button reads Send as Pending to followed by the contact's name. To give the ticket another status when you send, click the arrow on the button and choose Send as Open, Send as On hold or Send as Closed. To change which status the button uses, go to Settings → Customer support → Ticket settings (Default send status).

To close the ticket, click Mark as solved (Mark as solved & send reply if you have written a reply):

Internal chat

You can also send messages within your team that only they can see. Click on Internal chat and add your note. In the text box, you can also tag someone from your team. Add @ before their name. If your notification settings are enabled, you'll receive notifications in Upsales and via email:



Edit and delete internal messages
You can also edit and delete comments:

Configure Customer Support notifications

External contact

What is an external contact?
There might be times when you need to reach out for assistance from others, like a vendor, business partner, or expert. This could be someone outside your business. You can have multiple external conversations.

1. Click the Add external contact icon:
   
   
    
2. Add the third party's email address, and a subject line (you can also search for an existing contact or company). The subject line will be the subject of all emails sent to the external contact from the ticket. Click Add external contact:
   
   
    
3. You can now reply to the new external contact and view conversations you've had with them: