When a customer contacts your company through the contact form/support module or sends an email to your company, a mail ticket is created. to access mail tickets go to iodesk and navigate to mail.
Tickets have four possible statuses: new, open, resolved, and pending.
- new status means that the ticket has not yet been opened or resolved by an agent or virtual assistant.
- open status means that the ticket has been claimed by an agent. when a ticket is open, the agent can perform different actions on it, such as reply, solve it, etc.
- resolved status means that the ticket has been solved by an agent or the virtual assistant. resolved tickets are not displayed in the mail view.
- Agents can change the status of open tickets to pending to receive a reminder by a certain date to return to the ticket.
switch between tickets
In the left menu, you can see how many open, new and team mail tickets there are.
- open, all your mail-in tickets currently open.
- new, tickets not yet claimed by an agent.
- team, tickets opened by other agents in your company and team.
- pending, tickets that you have put on hold. after a set date, a ticket with a pending status will revert back to open and you will receive a reminder to return to that ticket.
- compose, send a new email to a customer.
an open mail ticket
The conversation is in the middle of the screen. It shows who sent what and when.
customer information
Client information shows the customers’ email address, how long ago the ticket was created and their IP address. If the customer is a returning customer you can view their earlier tickets to see what has been said before. You can update the name and email of the customer.
manage ticket
- resolve ticket – send summary. resolve the ticket and email a summary of the conversation to the customers email.
- resolve ticket: no summary. resolve the ticket and not send a summary of the conversation by email to the customers email.
- manage participants. invite other agents from your company to help you with the ticket. the ticket will appear as an open ticket for the invited agent.
- switch teams. change the team this ticket belongs to.
automation and notes
You can tag your tickets with labels that can be used to categorize and structure your tickets. Labels can be used to search in the solved tickets view.
setting the callback date changes the ticket status to pending and will remind you when it’s time to come back to this ticket. auto resolve on a date will resolve the ticket on a certain date if the customer doesn’t respond before then.
Write a note about the ticket or customer that other agents in your company can see. the labels will never be shown to the customer.
reply to ticket
Here the agent can respond to the customer by writing their answer and pressing send mail.
by pressing canned responses, you can view personal or company-wide canned responses.
kdb answers are answers that exist in your knowledge databases. you can view a response and select parts of it to send to the client or send a link to the client where they can read the full response.
tag the ticket with something appropriate to categorize and get an overview of the issues or topics. the labels are never displayed to the client.
the icon at the bottom right allows you to upload images and some files to share with your client. there are size limits and limits on what type of files you can upload.