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How to create new tickets from backend and reply to the tickets

This section provides a comprehensive guide for support staff on how to efficiently create and manage tickets from the backend. It outlines the necessary steps for creating a ticket, including assigning it to the appropriate customer, setting status, priority, and assignee, as well as adding optional details like tags and reminders. Additionally, the section covers various methods for replying to tickets, both from within the backend interface and via email, offering flexibility in communication and ensuring a streamlined support process.

How to create new tickets from backend​

  1. To create a new ticket from backend, go to the Customers -> Help Desk MX.
  2. Press Create new ticket button.
  3. For ticket creation purpose, you are required to fill in only the fields below - all others are non-mandatory:
  • To: contains the email of the customer for whom the ticket is created. If that customer is registered, you can type his or her name in this field - and the email will be automatically selected;
  • Subject: the subject of this ticket;
  • Status: the initial status of this ticket. Statuses listed in this drop-down select can be defined in the Statuses section.
  • Priority: initial priority, which this ticket should have. Priorities listed in this drop-down select can be defined in the Priorities section.
  • Assignee: staff member that is in charge of this ticket. Members are defined in the System -> Permissions -> All users section, but in order to appear, they should also be assigned to proper departments in the Departments sections.
  1. Initial reply at the stage of ticket creation is not required. However, you can still use the Reply area to leave such a message. Refer to How to reply to a ticket for additional details.
  2. If some tags are marked on this ticket, jump to the Additional tab, and enter them in a comma-separated format in the Tags field.
  3. You can also set up a periodic reminder for this ticket by using the Follow up tab. Refer to How to set reminder for ticket subsection for more info.
  4. Save the ticket.
Note

If you have chosen not to leave the initial reply, only two events will be fired upon the ticket's creation - New ticket created and Ticket was changed.

If you have chosen to leave the initial reply, then three events will be fired into the ticket's creation - New ticket created, Ticket was changed and New reply from staff.

Use these events wisely to properly create your Workflow Rules and automate workflow.

How to reply to the ticket​

You can reply to a ticket by either using the Help Desk backend interface or by email, using a special notification which is sent to staff on each customer's reply.

Using backend interface​

When you open a particular ticket, you will see that the General tab is divided into two areas - the left-sided panel with To and Ticket summary section, and the Reply area, which contains the Public reply section, which allows you to reply to the ticket.

There are four main options in replying:

  • Public reply: this is a standard reply of a staff member, visible both at the backend and frontend. Its content will be sent to the customer as an email notification.
  • Internal note: private notes will be visible only at the backend by the Help Desk agents. This option is used as an in-company communication.
  • Message to third party: when this option is selected, an additional field appears - for a third-party email. It is useful in adding other actors such as the customer's developers to the tickets. The invited party will receive an email notification with some message contents. This reply will be visible at the frontend.
  • Internal message to third party: when this option is selected, an additional field for email appears, but this time, a reply will only be visible at the backend. This option is used for in-company communication.

If you have Quick Responses, you can use them in the reply area, using the Quick responses drop-down menu.

Note

Quick responses are store-dependent, so if you do not see some pre-defined quick responses in the drop-down menu, jump to the Additional tab and check the Store view field. It is a store view, from which ticket was placed (by default it is Default store view).

Then go to Help Desk MX -> Quick responses, and select a record. The field Store View shall contain the same store view (or All Store Views).

Using email notification​

This type of reply is available only when you have configured one or more Email Gateways, and registered them in their Departments as a Sender email. Then, to each customer (or a third party), a reply is added to the particular ticket; an email notification will come to an agent's mailbox.

Just answer that email, and a reply will come to the Gateway and be properly added to the ticket.

Note

Make sure that your sending mailbox is not a Gateway. All emails originated from Gateway mailboxes will be skipped to avoid infinite cycles due to "conversations" between Gateways.

Note

If you use a custom Notification template, make sure, that variable {{var ticket.getHiddenCodeHtml() | raw}} is present on your template. Otherwise, our fetch procedure will turn the reply into a separate ticket (it will think that this is a new ticket request).