How to manage responses to customer support tickets.
- Click the Customer Support tab:
- Click the category where the ticket is located:
- Click the ticket and you can view information on:
(1) Who submitted the ticket (Upsales matches the data if already in your database)
(2) Which user has been assigned (click the dropdown to change or click Assign me to self-assign)
(3) Details of any previous conversations
- You can reply with full email functionality, including multi-language support. Format text, include attachments, add signatures and Easy booking links
- Choose whether to click Post public reply (keeps ticket open) or Mark as solved & send reply (closes the ticket):
- 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