SmarterTrack 14.x Help

Replying to Tickets

To respond to a ticket, click Reply in the preview pane toolbar. This will open a ticket response window that the agent will use to compose an email response to the customer. Alternatively, the agent may want to reply to all recipients of the ticket (those listed in the To, Cc and Bcc fields). To do so, click Reply All in the preview pane toolbar.

When replying to a ticket, SmarterTrack automatically fills in the address fields with the email address(es) of the recipient(s) from the last ticket message, the subject field with the subject from the original ticket message and the text box with the ticket correspondence thus far. Note: When a ticket is submitted to SmarterTrack, a ticket number is automatically generated for the correspondence, and that ticket number is appended to the front of the original message's subject line. This ticket number should not be modified, moved or removed as SmarterTrack uses that number for indexing and identification processes.

Composing a Ticket Response

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:

  • 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 included formatting 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; Send and Schedule Follow-up; or Send and Transfer.
  • Save as Draft - Saves a draft of the ticket response. SmarterTrack will automatically save drafts of ticket responses, but agents can opt to save a draft of a completed response for any reason, such as pending additional information or review by a supervisor. Note: There can be only one draft per ticket. If there is a draft response for a ticket already, and another draft is created for the same ticket response, the original draft will be overwritten.
  • Attach Files - Adds an attachment that is included with any response to the ticket. This is a good way to send instructional documents, screenshots, whitepapers or other files to customers and end users. In order to attach files, you will need to specify the file types allowed. More information can be found on the Security help page.
  • Add - Adds a comment, resolution, task, time log, call log or other related item to the ticket. These items are NOT included in the ticket response, but rather are internal to the help desk and used by agents and managers. 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 pin or unpin a ticket, select the appropriate option.
    • 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.
    • Manual Events - If any manual events were created for ticket replies, they will appear at the bottom of the Actions menu.
  • Assistance - To view relevant resolutions or knowledge base articles or to get assistance (instant message) from another agent, select the approriate option. For information on the different types of assistance, see Tickets Overview.