While TeamSupport can handle e-mail in a number of different ways, below is a list of recommended e-mail practices:

  1. Forward your Support e-mail address to your TeamSupport dropbox. This is easily accomplished on most e-mail systems, but will require your mail administrator to set it up. Once your support e-mail address is forwarded, any new e-mail sent to that address will create a new ticket within TeamSupport.
  2. Set your “Organization Reply To” address (located in Admin-EMail) to the address you are forwarding into TeamSupport. This way your customers will see your e-mail address as opposed to the long system email address.
  3. When tickets are created in TeamSupport and you want to reply back to the customer, simply add a new action in the ticket and check the “Visible to Customer” checkbox. Any customer associated with that ticket will get an e-mail will the updated information. You can read more about this under Web Conversations.
  4. Customize your e-mail templates to include your logo, graphics, and custom colors. This will make your support e-mails look very professional and clean.
  5. Create a new status called “Customer Responded” (or similar) and set it’s “EMail Response” value to true. This status will be set whenever an end user updates a ticket via e-mail and will give you an easy way to see when a customer has replied. Note – this has been done for you as a system default but you can change it if you like.

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Customer Support

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