TeamSupport is built around a very strong base of email communication, and we make it very easy to communicate with clients via email directly from the ticket. We call this feature “Web Conversations” and it is the ability to hold communications with your customers entirely within TeamSupport.
If a ticket is created via email, the portal, or the ticket submission page, the user’s email will automatically be associated with it. To reply to the email, simply add an action to the ticket and check the “visible to customers” checkbox at the bottom. That’s it! Your customer will get the action you put in the ticket delivered to them directly via email.
Your customer can then reply directly to the system generated email and that reply will be put into TeamSupport.
It is important to note that when you do log a visible action, the email is placed into a queue and sent 2 minutes after saving the action. This is a protective feature in the event your action needs to be changed for any reason.
When a customer receives a notification about a ticket update they can simply reply to it to add a new action to the ticket automatically.
Note that you can customize how these outgoing e-mails look by changing the email template.
The power of Web Conversations is that it allows you to support your customers directly from within TeamSupport and does not require that you use an e-mail client for any of your day to day customer interactions.
Click here to learn more about setting up email in TeamSupport.
Need more help with this?
Don’t hesitate to contact us here.