Digital Agency Tools Docs

Replying and templates

Open a ticket to read the whole conversation, reply or leave an internal note, change its status and tie it to a project.

A ticket page: the conversation and reply box on the left, ticket details and quick actions on the right
One ticket: conversation, reply, details, quick actions and the activity log.

How to

  1. Open Tickets and click the ticket.
  2. Type in the Add reply box. Tick Internal note if only your team should see it.
  3. Optionally pick a new status under Update status, for example Pending while you wait on the client.
  4. Click Send reply.

The conversation

Messages run oldest first. Your team's replies are marked with the person who wrote them; the client's carry their name or email address. Internal notes are tagged Internal note so nobody mistakes one for a reply.

Photos, voice notes, videos and documents that arrived over WhatsApp show in the message. Pictures and video play inline; other files download.

Reply or note?

Reply          the client's conversation
Internal note  team only, never sent

Where your reply goes

Every reply is saved on the ticket. If the ticket came in over WhatsApp, a public reply is also sent back to the sender on WhatsApp, from your business's linked phone, signed with your business name and the ticket reference. Internal notes never leave the panel.

Any other ticket (from email, the public support form, or one you opened for a contact) has a public reply emailed to the client. It goes to the address they last wrote from, or the linked contact's email. The subject carries the ticket number, for example Re: Website down [TK-20261105-001].

When the client answers, their email comes to your business's own email address (or the owner's login email if none is set), not straight onto the ticket. A reply only threads back onto the ticket automatically if your inbound email is routed to the platform with the ticket number left in the subject.

Changing status, priority and owner

The swap icon at the top of the page is the quickest way to change status: Mark open, Mark pending, Mark resolved or Close ticket. It is hidden once a ticket is closed.

Edit opens every field at once: subject, status, priority, category, assignee, client and tags. Click Update ticket to save. Every change is written to the Activity log with who made it.

Quick actions

Assign to me     you become the owner
Link to project  by project number
Create task      a task from this ticket
The Edit ticket window with subject, status, priority, category, assignee, client and tags
Edit: change everything about the ticket in one place.

Linking to a project and creating a task

Link to project asks for the project's number, the one in its address (/projects/42). The project then shows on the ticket's details.

Create task turns the ticket into a task titled Support Ticket: <subject>, assigned to the ticket's owner (or you). The task goes into the linked project. With no linked project it uses the client's support project, so link a project first if the client has none. A note on the ticket records the new task's number.

Reply templates

The document icon next to Send reply lists the saved reply templates for the ticket's category. Pick one and it fills the reply box, ready for you to edit before sending. If nothing matches, you see No templates available for this category.

Tip: set a category on the ticket first. Templates are matched to it.

Related

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