Ticket Department

Owned by Jyotsana Gupta (Deactivated)
Last updated: Apr 17, 2019 by Former user (Deleted)
3 min read



Overview

Home >> Settings >> Support >> Ticket Department

In the Ticket Department section, you can create and manage different departments to handle the tickets raised by your clients.

To access the Ticket Department section:

-          Go to Settings.

-          Select Ticket Department in the Support section.

In the Ticket Department section, the details about the ticket departments created by you is displayed in the below-given sequence.

-          Ticket Department – Description – Ticket From Name – Ticket From Email ID – Venture – Status – Admin Only (If only Admins should see this department) – Action (Edit/Delete)

See sample screenshot of the Ticket Department section:

 

Note for Main Company's Partners

The main company's partners get white labelled support from the main company to manage their Tickets and emails.

Add New Ticket Department

Home >> Settings >> Support >> Ticket Department >> Add Ticket Department

To add a new ticket department:

- Click on the Add Ticket Department button.

- This will open the Add New Ticket Department window as shown in the screenshot below.

- Enter the Ticket Department Name, Description and From Name and From Email.

- Add Venture for the particular ticket department. 

- Select Status of the Ticket department and select Admin Only if you want this department to be visible only to the Admins and not to the partners.

- If Enable Piping option is enabled then email piping will be enabled for the department. On selecting this checkbox, two new fields will open - Ticket Department Email ID, where you need to mention the specified email ID for the department and ; Allow Non-Registered Users, If this option is checked then ticket will be created for even non-registered users otherwise not.

- Click on the Save button.

See sample screenshot of the Add Ticket Department section:

Email Piping Functionality

Prerequisites:

  • Tech team has to create an e-mail id like tickets@abc.com on the automation platform server. This email id will be created over automation platform domain.

  • Client needs to create E-mail ID groups like support@abc.com, billing@abc.com etc. and will enable/disable forwarding of mails send on these ID’s to above created email i.e. to tickets@abc.com.

  • Tech team needs to copy the mail forwarded to tickets@abc.com to the pipe file.

  • Tech team will also need to install Mailparse library on same server.

  • Hence, whenever an e-mail is triggered to support@abc.com, it gets forwarded to tickets@abc.com and then again re-forwarded to pipe file from tickets@abc.com and then ticket will get generated into concern department into Automation Platform.

  • Partners also need to forward their email ID groups like p1support@xyz.com, p1billing@xyz.com, P2support@pqr.com and p2billing@pqr.com to tickets@abc.com . So, email piping will work in same way as above for partners also.

Email Piping functionality allows automatic ticket generation in the Automation Platform. To enable this functionality, the following things need to be taken care of:

  • Email Piping must be enabled for at least one department of either service provider or partner.

  • Email ID provided in Ticket Department Email ID must be unique for service provider and partner.

  • If ticket generation is to be allowed for a non-registered user (one whose email ID does not exist in the automation platform) then the option with label “Allow Non-Registered Users” should be checked in ticket department settings for the particular department.

  • Ticket will not be generated for a Ticket Department which is marked as Inactive.

  • If the department has been marked Admin only, then no ticket will be generated for partner in that department.

Whenever a ticket is created, then an email details of newly created ticket will be sent to the sender email ID. A notification email will also be sent to all the admins.

Edit A Ticket Department

Home >> Settings >> Support >> Ticket Department 

To edit an existing ticket department:

-          Click on the Edit icon located in front of the ticket department’s name that you want to edit.

-          This will open the Edit Ticket Department window.

-          Make desired changes in the ticket department details.

-          Click on the Update button.

Delete A Ticket Department

Home >> Settings >> Support >> Ticket Department

To delete a ticket department.

-          Click on the Delete icon located in front of the ticket department’s name that you want to delete.