Tickets via email and the customer portal
Explanation of email-based Tickets, notifications, and the customer self-service workflow.
Last updated 13 days ago
Tickets via email and notifications
A Ticket can be created from an incoming email if a Ticket mailbox is configured for your organization. Reply within the ticket itself so that the email and the entire history remain linked to the same record. Do not send a new email as a separate thread if you wish to maintain this association.
The system can send notifications regarding a new Ticket, assignment, reply, or status change. If you are not receiving notifications, please check your team member notification settings and the Tickets section. Report duplicate emails or incorrectly linked replies to the administrator.
Tickets in the customer portal
In the customer portal, a Contact can create a Ticket, view their conversations, and reply, provided they have been granted access. When creating a ticket, the department, service, or priority can be selected (if these fields are displayed), and files can be attached.
Each Ticket must be linked to the appropriate contact person. A CC recipient and a portal user are not the same thing; therefore, access permissions should be checked separately. If a contact cannot see Tickets, check its connection, portal permissions, and whether Ticket was created for another person associated with the same Contact.
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