How to manage responses to customer support tickets and how to include external third-parties.
- Click the Customer Support tab:
- Click the Customer support ticket category where the ticket is located:
- Click the ticket to view information on:
(1) Who submitted the ticket (Upsales matches the data if already in your database)
(2) Details of any previous conversations
(3) Which user has been assigned (click the dropdown to change or click Assign me to self-assign)
- You can reply with full email functionality, including multi-language support. Format text, include attachments, add signatures and Easy booking links
- To change the email sender address, click the email address shown next to Replies will be sent from, and choose another email address that can receive tickets:
- Choose whether to click Send to the customer contact (keeps ticket open) or Mark as solved (closes the ticket):
- To change where to send the reply, click to edit the contact:
- You can also add internal notes. These are only visible to your team. Click Internal notes and add your note. Within the text box you can also tag someone in your team. Add @ before entering their name, and they'll get a notification in Upsales:
- When you send the email, previous emails are automatically included in the message
How to include third-parties in conversations
- To include a contact from outside your business, click the Add external contact icon:
- This generates an email that includes the support ticket's conversation:
- Add the third party's email address, and a subject line (you can also search for an existing contact or company) and click Add external contact:
- The email can now go to the third party