Communicating with External users

Create tickets to deliver proactive support to your customers, and keep all your correspondence together by sending external emails from a ticket.

This blog will show you how to create new tickets and create an external email in a ticket.

The process of this is as follows:

  1. Customer sends an email that is raised as a ticket.
  2. User replies to email via helpdesk and will be received by customer via email.
  3. Back and forth communication between client and user takes place ticket via email.

1) Create ticket via email as a customer (Hotmail, Gmail, Yahoo, etc.)

2) Client will receive an email confirming their email

3) The assignee will open the ticket and it will look like this:

4) Private Note, Ticket Update and Reply to Customer

  • Private note: a personal message only visible by yourself
  • Ticket update: updating ticket changes for internal users to see
  • Reply to customer: to have direct contact with the external customer

For example: Reply to customer

5) The customer would receive the reply via email

6) Customer can then reply via email back to the user (+add attachments)

7) The email will be attached and sent to the helpdesk under the ticket

The image attached can be opened from Documents

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