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What do the icons at the bottom of the send ticket window do?

We're actively rewriting our user guide, so check back for improved coverage.

Tickets can be created by the staff members from the Staff CP, either for sending a general email to the client or for creating a ticket on their behalf.

"Send Mail" option at Staff CP > New Ticket > Send Mail, is used to send an email to the clients' email address, and it works just as an email client.

"As User/Phone" option from Staff CP > New Ticket > As User/Phone, is used to create the phone ticket for issues reported by the clients. It creates a ticket in a similar way as clients create them from client support center.

There are various options (check-boxes) at the bottom of the contents box, and are explained below:

 1. Send Mail: It ensures that an email is sent with the contents of the ticket to the email address of the client.

2. Macro: This check box is used to add the reply to the Macros while replying.

3. Knowledgebase: Knowledgebase check box is used to add the reply as knowledgebase article. 

4. Watch: It is used to apply watch on the tickets, for receiving alerts of this particular ticket for client and staff replies.

5. Worked: This check box is used to enter the time worked for a ticket post. 

6. Billable: Billable check box is used to enter the Billable time of a ticket post.

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  1. Varun Shoor

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