SmarterTrack 12.x Help

Creating New Inboud or Outbound Tickets

On occasion, an agent may need to create an outgoing ticket that is sent to the customer. For example, if a customer calls on the phone and requests information, the agent may create a ticket that includes the requested information, send it to the customer, and mark the ticket closed. This also ensures that the request is documented.

Conversely, an agent may need to create an incoming ticket on behalf of the customer. For example, if a customer calls in and is away from a computer or email client and needs an issues submitted to a specific department about an issue they're having. The agent will create a ticket as if the customer were sending it in so that it can be worked on and communication sent back to he customer with information or a potential resolution to the issue.

To create a new ticket, click the new item icon and then click Ticket. Alternatively, an agent can click on the New button in the tickets content pane. By default, the brand and the department will automatically match the group that is selected in the ticket tree. Regardless of the method used, a new ticket window will open that the agent will use to compose an email to the customer or to the ticketing system.

Composing a Ticket Message

The ticket response window contains all of the ticket information (communication, details, custom fields, related items and resources), plus the compose tab, which the agent will use to compose the ticket response.

The following fields will appear in the header of the ticket:

  • Brand - The primary brand the ticket should be created for.
  • Group - The Group to assign the ticket to, then the agent that should receive the ticket once it gets to the appropriate group. While a Group is required, it is possible for the ticket to be auto-assigned to an agent using whatever distribution method is in place for the Group.
  • Incoming Ticket - Select this option will create an incoming ticket. That means that the To and From fields are essentially reversed so that the ticket appears to be originated from the customer rather than from the support agent.
  • To - The email address of the message recipient. If the agent is replying to a ticket, SmarterTrack should auto-fill this field. If the ticket will be sent to multiple people, separate email addresses with a semi-colon.
  • Cc - The email address of any individuals that should receive a copy of the ticket response. If the ticket will be copied to multiple people, separate email addresses with a semi-colon.
  • Bcc - The email address of any individuals that should receive a blind carbon copy of the ticket response. If the ticket will be blind carbon copied to multiple people, separate email addresses with a semi-colon.
  • Subject - The subject of the message. If the agent is replying to a ticket, SmarterTrack should auto-fill this field.

Type the text of the ticket response in the large editing box below the ticket header. Agents can change the formatting using the WYSIWYG editor.

The following options are available in the toolbar of the ticket response window:

  • Send - To send a ticket response, select the appropriate option: Send and Mark Active; Send and Mark Waiting; Send and Mark Closed; Send and Mark Closed and Locked; or Send and Schedule Follow-up. For more information about the different options, see Tickets Overview.
  • Attach Files - Adds an attachment to the ticket response that goes to the customer.
  • Add - Adds a comment, resolution, task, time log, call log or other related item to the ticket. For more information about the different options, see Viewing Tickets.
  • Actions - Click this button and select the appropriate option to insert a canned reply, change the status or priority of the ticket, view user details, get assistance or print the ticket.
    • Priority - To change the priority level of a ticket, select the appropriate option. For information on the different priority levels, see Tickets Overview.
    • Pin - To change the pin status of a ticket, select the appropriate option. For more information about the different options, see Tickets Overview.
    • Insert Canned Reply - Allows the agent to choose from a list of canned responses. To choose a canned response, simply double-click the desired response and it will be automatically inserted at the beginning of the ticket response.