To set up, go to ADMIN -> CUSTOM PROPERTIES tab. Customizing: 1. Go to the Admin section on the left, then select the "custom properties" tab. 2. Select Ticket Status from the pull down menu, then select the ticket type you would like to work with. It should look something like this:  From here, you can modify all of the possible "steps" or "statuses" a ticket can be in during its lifecycle. Adding Status: Click the Add icon in the upper right of the form. The following appears:  Name is mandatory, description is optional. -Checking "Is Closed" will tell TeamSupport that when a ticket is set to this status, to close the ticket. This allows you to label a status other than "closed" that has a bit more meaning to you and still "close" a ticket. For example, for a Task Ticket, you may want a status called "Complete" to equal a task ticket being "closed". -Checking Send Closed Email allows you to send a specific email message to your customers when a ticket is closed. The template/email can be customized by going to Admin->Email tab and editing the template "Ticket Closed". -Checking Email Response will set a ticket status to whatever the status is defined as when a customer updates a ticket either via email reply or from the portal. About the "Email Response" feature: In some cases, you may have a ticket set to a certain status such as "needs more info". In this case, your customer has reported a problem, and you have added a "visible" action needing more information from the customer before you can proceed. When the customer actually replies and updates the ticket, you want some way of easily seeing they did so. Of course you will receive an email telling you they updated a ticket either from an email reply or via the portal, but visually, you want to see that when scanning your tickets. It is recommended that you create a ticket status called "Customer Replied" and build this into your workflow so you can take advantage of this feature - should you want to. About the "Send Closed Email" feature: In some cases, you may want to send out a link to a survey when a ticket is closed - or just a general "this ticket is now closed" message. With regards to the survey, most solutions offer some sort of url that will take the user to a site to fill out a survey. One might embed such a url into this email template so that when closed, your customer can take a survey and rate their experience. To configure this, you need to first define what the template will be - and you do this from the Email section under admin and edit the 'Ticket Closed" template. Once you have the template setup, go back to Admin/Custom Properties and choose Ticket Status. Next choose the Ticket Type. From here, you just need to pick the ticket status you want to trigger the Ticket Closed template. This is typically the "closed" status. Customer Emails Upon Status Change: Under Admin -> My Company tab, there is a setting labeled "Disable ticket status update emails". By default, this setting is False which means if you have a ticket that is marked "visible to customers" and a contact associated to the ticket, each time the status changes on a ticket, an email will be sent to the customer to let them know. ** Important: If you are making changes to your ticket statuses, please remember you need to visit the Workflow tab to define the workflow. More specifically, what statuses will be visible as next possible selections based on the current status selected within each ticket. |
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