What is the Ticket Management section about?

In the Ticket Management section are received all incoming customers' emails that can be picked and replied to by the Customer Service team.

Where is the Ticket Management section located?

Log in to the CRM instance and go to the left-side menu
Scroll down and click Customer Service>Ticket Management.

What’s on the page

Please find attached below all features and options available in the table.

SLA

The SLA displayed the status of the ticket in chronological order.

On the first green box is shown the number of emails received within the past 24h.
On the yellow box is shown the number of emails received within the past 24 and 48h.
On the orange box is shown the number of emails received within the past 48 and 72h.
On the red box is shown the number of emails received more than 72h ago.

Search bar & Filter options

By clicking on the button located just on the side of the search bar, the user can add filters to narrow down the search for an email or a group of emails

Buttons

By using one of the below buttons, users can perform a few actions on the emails. Please remember to check first the box of the email on which the actions need to be taken

Reassign tickets	User can reassign the ticket(s) to another user by filling the below tab
Delete	To delete the ticket and remove it from the inbox
Mark as Spam	To remove it from the inbox and flag it as Spam
Create Ticket	It will redirect the user to another page, where a new email can be written and sent to the customer
Merge	to merge the tickets in just one conversation. It can be very effective if a customer sent multiple new emails about the same subject
Take	the user can assign to her/himself the ticket
Close	to mark the ticket as closed, which means that the customer has been replied, and a solution has been provided about his/her request.

The Mailbox

The small section, available on the left of the page, represents the mailbox of each user providing information, for example, about the number of emails that have been replied to, if there are any new replies from customers,

Open Tickets	All new email coming in the inbox and which haven’t been replied yet
Conversations	These are the conversation between the Customer Service representative with the customer, for which there has been at least one interaction/ one reply made by the agent and the customer has replied already to it.
My Ticket	All ticket that have been assigned to the user to be worked on
My Closed Ticket	All tickets that the user have been working on and the customer’s request has been already handled and solved. Therefore, the ticket has been set to Closed status. Tickets can be closed by accessing the conversation, then click on the Actions button>Close ticket
All Tickets	All tickets ever received in all mailbox set up in the instance
Spam	All tickets that have been marked as Spam
Deleted	All tickets that have been deleted

Labels

See below all labels available in CRM:

Users can add one, a few, or all labels in order to flag emails in the inbox (see the below example):

The table with the list of incoming emails

On this table, the user can choose to see one of the below lists of emails, just by clicking on the option available in the Select Mailbox area:

Open Tickets
Conversation
My Tickets
My Closed Tickets

All Tickets
Spam
Deleted

From the table, the user can check the below information:

The customer’s email address. By clicking on it, the user is redirected to the customer account, where are available all his/her details (i.e. Name, emails, previous emails sent, list of all orders already placed, etc.)
The Subject of the email and, if the user has picked them, the labels
The Received Date, or else when the first customer email was sent
The Last Updated, is when there has been the last interaction between the user and the customer.

Edit Buttons

On this table, on the far right side, on each ticket row, there is a button, by clicking on it all list of below options are available

Customer Info	By clicking this option, the user is redirect to the customer account where it can be checked all the customer’s details (orders, emails, addresses, etc.)

Customer Info	By clicking this option, the user is redirect to the customer account where it can be checked all the customer’s details (orders, emails, addresses, etc.)
Ticket Content	By clicking this option, it will open the customer’s email in a different page
Close Ticket	To flag the email thread with the costumer as resolved
Assign to Owner	With the terms Owner, we refer to the first Customer Service agent that has replied to the customer and was working on the customer’s request. By clicking this button, the email will be redirect inside the Owner’s Conversation inbox
Change Priority	It will change the Priority/SLA of the ticket. Once this option is clicked, a small tab pops up and the user can pick the new priority
Take	By clicking on this option, the user will assign the ticket to him/herself, and it will be removed from the Open Tickets mailbox and redirect to the user’s My Ticket folder
Mark as Spam	To mark/flag the order as spam, which will be removed from the Open Tickets inbox and redirect to the Spam folder
Language	To label the ticket with the correct language of the customer. By clicking this option, a small tab pops up and the user can select the correct one from the drop-down menu
Delete Ticket	To remove the ticket from the Open Ticket queue, redirecting it to the Delete tickets folder

What’s on the email page

On the email page, there are all the below options.

Tickets options

Ticket Type	The user needs to pick one of the options provided
Language	The user needs to pick one of the language from the list
Ticket Department
From	The customer email is entered by default when the user reply to a customer email
To	Type the support email inbox
Subject	Type the subject of the email
CC and BCC	CC and BCC option are available, just by clicking on them, the field to add the email is provided
Language	Type the language of the email, so all list of available Macros/Templates in that specific languages are available
Macro	The list of Macros or Templates available will be listed, and the user can pick them from the drop-down menu
Reason	Select the reason of the email, for instance
Send button	Click on this button to send the email

If the email is a thread or linked to an existing order, more information is also provided:

The Ticket Number
The Ticket Status
Who is the ticket owner. With the terms Owner, we refer to the first Customer Service agent that has replied to the customer and was working on the customer’s request.
Who is currently reading the email, this is for alerting a user that there may be someone else already replying to the ticket (see the below example)

Customer Information and how to link an email to the customer account and orders

If the email belongs to an already ongoing thread, or the customer used the same email that was used when placing the order, on the right side of the page are available the Customer Information such as full name and email. Moreover, the View Account button to click and access the customer’s account is available:

For cases in which, the customer email doesn’t match the one used when the order was placed, users have the option to link this email to the correct order and customer account by clicking on the Link New Customer button

and a small tab will pop up where, by adding the customer information, his/her order(s) can be found and linked to the email (see the below example)

Order Information

If the email is linked to a customer account and his/her orders, then in this section will be listed all orders placed by the customer

and by clicking on the + icon on the top right of each order, a small tab box with the resume of the order details can be seen and the View Order button available that redirects users to the specific order page (see below example)

Ticket Notes

In this section, any notes left by users can be checked as well as by clicking on the New Note button a small tab will pop up, where the user can leave a comment

System Notes

Any automatic notes, made by the system, will be also displayed in this section.

Maropost Subscriptions

In this area, the user can unsubscribe the customer to any email list, just by clicking on the Unsubscribe Email button

How to create a new email

There are two ways to create a new email:

From the Ticket Management section
From the Customer Account.

Create a new email from the Ticket Management section

Go to the left side menu and click on Customer Service
then Ticket Management
Go to the right side of the page and click on the Create Ticket button
The user is redirected to the New Ticket page
Please check the topic What’s on the email page on this page to know what each option on the page is for and how to best use it

Create a new email from the Customer Account

Go to the left side menu and click on Customer Service
then Customer Lookup
Add the customer details, so the customer will be listed below
Once accessing the Customer’s account, scroll down to the Tickets area and click on the Create Ticket button
The user is redirected to the New Ticket page
Please check the topic What’s on the email page on this page to know what each option on the page is for and how to best use it.

How to reply to an email

Go to the left side menu and click on Customer Service
then Ticket Management
Click on the email subject, and it will redirect to the Ticket page, where the email can be easily replied (see the below example)

For more information about the Ticket page, options are available on the topic What’s on the email page on this page.

eManage CRM Helpdesk

Ticket Management