Ticket Management - Revision history

Dina: /* See Also */

2021-06-27T10:20:44Z

Dina at 13:50, 8 July 2020

2020-07-08T13:50:17Z

Dina at 10:26, 19 June 2020

2020-06-19T10:26:24Z

← Older revision		Revision as of 10:26, 19 June 2020
Line 36:		Line 36:

	=Ticket Navigation Pane=		=Ticket Navigation Pane=
	~~''For your convenience, [http://www.commitcrm.com/videos/commitcrm_navigation_pane.htm click to watch a video about Ticket Navigation Pane].''~~
	<br><br>		<br><br>
	The main Ticket window displays Tickets by Status. To view all Tickets with a specific Status, simply click the relevant Status in the left pane.		The main Ticket window displays Tickets by Status. To view all Tickets with a specific Status, simply click the relevant Status in the left pane.
Line 96:		Line 96:

	==Inbox==		==Inbox==
	~~''For your convenience, [http://www.commitcrm.com/videos/commitcrm_tickets_inbox.htm click to watch a video about Tickets Inbox].''~~
	<br><br>		<br><br>
	The Inbox view in the Ticket window shows all tickets which are in the Inbox. These tickets have been created or modified by a customer or by a third-party application. Tickets can also be moved to the Inbox manually when needed, to allow better tracking of those specific Tickets.		The Inbox view in the Ticket window shows all tickets which are in the Inbox. These tickets have been created or modified by a customer or by a third-party application. Tickets can also be moved to the Inbox manually when needed, to allow better tracking of those specific Tickets.
Line 243:		Line 243:
	<br><br>		<br><br>
	==Email Correspondence==		==Email Correspondence==
	~~''For your convenience, [http://www.commitcrm.com/videos/commitcrm_email_correspondences_video/ click to watch a video about Ticket Email Correspondence].''~~
	<br><br>		<br><br>
	Email correspondence for Tickets can be managed via the CommitCRM application on two levels:		Email correspondence for Tickets can be managed via the CommitCRM application on two levels:
Line 440:		Line 440:
	If you want to send an internal email, you can use one of the following options:		If you want to send an internal email, you can use one of the following options:
	# '''Use a Predefined Keyword''' (recommended): <br>Include a predefined keyword in the email subject, which indicates to the system that this email should be treated as an internal email. <br>Administrators can define which keyword is the one to be used (default is '''123, including the asterisk'''). To learn how to change the default keyword, see [[Ticket_Management#Changing_the_Default_Keyword_for_Internal_Emailing\|Changing the Default Keyword for Internal Emailing]].<br><br>		# '''Use a Predefined Keyword''' (recommended): <br>Include a predefined keyword in the email subject, which indicates to the system that this email should be treated as an internal email. <br>Administrators can define which keyword is the one to be used (default is '''123, including the asterisk'''). To learn how to change the default keyword, see [[Ticket_Management#Changing_the_Default_Keyword_for_Internal_Emailing\|Changing the Default Keyword for Internal Emailing]].<br><br>
	# '''Use Cc or Bcc only''': <br>Enter the Support Public Email Address (e.g. support@yourdomain.com) in the '''Cc or Bcc''' fields only. Emails arriving from employees with an empty 'To' field will be handled as internal. ~~For your convenience, [http://www.commitcrm.com/videos/commitcrm_private_distribution_video/ click to watch a video about Sending Internal Emails using Cc and Bcc].~~ <br>Notes:		# '''Use Cc or Bcc only''': <br>Enter the Support Public Email Address (e.g. support@yourdomain.com) in the '''Cc or Bcc''' fields only. Emails arriving from employees with an empty 'To' field will be handled as internal. <br>Notes:
	## Using Cc or Bcc for internal emails works only for emails arriving from an Employee email address. Customers emails who use Cc or Bcc to send to CommitCRM Email Connector will be handled as if they were sent using To:.<br>		## Using Cc or Bcc for internal emails works only for emails arriving from an Employee email address. Customers emails who use Cc or Bcc to send to CommitCRM Email Connector will be handled as if they were sent using To:.<br>
	## When replying to an internal email which was distributed by Email Connector, note that your email client will automatically put the Email Connector's address in the 'To' field. You should in this case remove the email address from the 'To' field to and put it in the 'Cc' or 'Bcc' fields. If left in the 'To' field, this email will be distributed to External Recipients. We therefore generally recommend on using Option A (using the keyword in the subject line) to avoid mistakes when replying on internal emails.		## When replying to an internal email which was distributed by Email Connector, note that your email client will automatically put the Email Connector's address in the 'To' field. You should in this case remove the email address from the 'To' field to and put it in the 'Cc' or 'Bcc' fields. If left in the 'To' field, this email will be distributed to External Recipients. We therefore generally recommend on using Option A (using the keyword in the subject line) to avoid mistakes when replying on internal emails.
Line 521:		Line 521:

	=Ticket Recipients=		=Ticket Recipients=
	~~''For your convenience, [http://www.commitcrm.com/videos/commitcrm_ticket_recipients_video/ click to watch a video about Ticket Recipients].''~~
	<br><br>		<br><br>
	Each Ticket holds a list of Recipients to define which internal (employees) and external (customers) Recipients should be notified with each email correspondence for the Ticket.		Each Ticket holds a list of Recipients to define which internal (employees) and external (customers) Recipients should be notified with each email correspondence for the Ticket.
Line 607:		Line 607:

	=Email Correspondence Settings=		=Email Correspondence Settings=
	~~''For your convenience, [http://www.commitcrm.com/videos/commitcrm_correspondence_settings_video/ click to watch a video about Email Correspondence Settings]''~~
	<br><br>		<br><br>
	Ticket settings concerning Email Correspondence can be set up in the Tools > Options > Tickets window.		Ticket settings concerning Email Correspondence can be set up in the Tools > Options > Tickets window.
Line 740:		Line 740:
	[[File:Regexp_priv.png\|center]]		[[File:Regexp_priv.png\|center]]

	~~=Related Videos=~~
	*[http://www.commitcrm.com/videos/commitcrm_navigation_pane.htm Ticket Navigation Pane]
	*[http://www.commitcrm.com/videos/commitcrm_tickets_inbox.htm Ticket Inbox]
	*[http://www.commitcrm.com/videos/commitcrm_ticket_recipients_video/ Ticket Recipients]
	*[http://www.commitcrm.com/videos/commitcrm_email_correspondences_video/ Automatic Ticket Email Correspondence]
	*[http://www.commitcrm.com/videos/commitcrm_private_distribution_video/ Private Email Distribution using Cc and Bcc] (For more ways to send internal emails between employees, see [[Ticket_Management#Sending_Internal_Emails\|Sending Internal Emails]]).
	*[http://www.commitcrm.com/videos/commitcrm_correspondence_settings_video/ Email Correspondence Settings]
	<br>		<br>

Dina at 07:20, 25 May 2020

2020-05-25T07:20:17Z

Show changes

Dina at 11:24, 22 April 2020

2020-04-22T11:24:46Z

← Older revision		Revision as of 11:24, 22 April 2020
Line 309:		Line 309:


	For more information regarding the email correspondence using CommitCRM Email Connector, see [[#Email Distribution via ~~CommitCRM~~ Email Connector\|Email Distribution via ~~CommitCRM~~ Email Connector]].		For more information regarding the email correspondence using CommitCRM Email Connector, see [[#Email Distribution via Email Connector\|Email Distribution via Email Connector]].

	In both cases, the Recipients defined for the Ticket are used to send the email to the relevant people. See more details in [[#Ticket Recipients\|Ticket Recipients]].		In both cases, the Recipients defined for the Ticket are used to send the email to the relevant people. See more details in [[#Ticket Recipients\|Ticket Recipients]].
Line 315:		Line 315:
	<br>		<br>

	==Email Distribution via ~~CommitCRM~~ Email Connector==		==Email Distribution via Email Connector==
	Starting with CommitCRM 5.3 CommitCRM Email Connector provides an improved platform for managing all email correspondence for Tickets from CommitCRM. The new email correspondence management requires changing the way you currently work.		Starting with CommitCRM 5.3 CommitCRM Email Connector provides an improved platform for managing all email correspondence for Tickets from CommitCRM. The new email correspondence management requires changing the way you currently work.

Dina at 18:28, 21 March 2020

2020-03-21T18:28:21Z

Dina: /* Read/Unread indications */

2018-11-12T12:50:27Z

Read/Unread indications

← Older revision		Revision as of 12:50, 12 November 2018
Line 134:		Line 134:
	# Bold indication (for the current logged-in user)		# Bold indication (for the current logged-in user)

	Both indications appear in all Ticket views, not only in the Inbox view~~; however, the~~ indications ~~appear only~~ for Tickets updated by an external party (i.e. customer, using the CommitCRM API). Tickets created manually by employees ~~will not display these indications by default~~. If a customer updates such a Ticket, or if a user explicitly marks a Ticket as Unread, then these indications will take place.		Both indications appear in all Ticket views, not only in the Inbox view. The indications appears for Tickets updated by an external party (i.e. customer, using the CommitCRM API). In addition the indications will be displayed for Tickets created manually by one employees and assigned to another employee. If a customer updates such a Ticket using the Customer Web Portal or via the email, or if a user explicitly marks a Ticket as Unread, then these indications will take place.

	<br>		<br>

Dina: /* See Also */

2018-11-11T13:13:19Z

Dina: /* Sender Email Address */

2018-04-22T13:32:22Z

Sender Email Address

@@ Line 469: / Line 469: @@
 <br>'''From: Sender Name <support@yourdomain.com>'''.
 <br>When a Customer replies to these emails, the reply-to address remains the Public Email Address (e.g. '''support@yourdomain.com'''), and the emails is then processed by CommitCRM Email Connector.
 ====Employee Recipients vs. CommitCRM Email Alerts====

Dina: /* Inbox */

2017-07-20T10:27:55Z

Inbox

← Older revision		Revision as of 10:27, 20 July 2017
Line 180:		Line 180:
	<br>Tickets can be removed in bulk from the Inbox by any Employee with appropriate privileges, by going to '''Tickets > Tools > Batch Remove Tickets from Inbox'''.		<br>Tickets can be removed in bulk from the Inbox by any Employee with appropriate privileges, by going to '''Tickets > Tools > Batch Remove Tickets from Inbox'''.

			<br><br>

			==Tickets Board Views==

			The Tickets Board views allow easily assess the workload by employee or the current state of tickets by statuses.

			<br>
			Two Tickets Board views are available:

			1. Tickets Board by Status – This view shows tickets listed under each Status column.

			2. Tickets Board by Manager – This view shows tickets listed under each employee column.


			In order to switch to the board view, use the '''''View''''' menu or the following keyboard shortcuts:

			*Tickets Board by Status – '''CTRL+J'''
			*Tickets Board by Manager – '''CTRL+H'''

			<br>
			[[File:Board_by_status.png\|link=]]

			<br>

			[[File:Board_by_manager.png\|link=]]

			<br>
			Drag & Drop is fully supported the Ticket status can be changed or the Ticket can be reassigned to someone else simply by dragging it to the relevant column.

			The Ticket Board view columns order can be re-organized by dragging the column.


			[[File:Board_by_manager_reassign.png\|link=]]
	<br><br>		<br><br>

← Older revision		Revision as of 10:20, 27 June 2021
Line 748:		Line 748:
	*[[Alerts Server\|RangerMSP Alerts Server]]		*[[Alerts Server\|RangerMSP Alerts Server]]
	*[[API Developers Guide\|RangerMSP API Developers Guide]]		*[[API Developers Guide\|RangerMSP API Developers Guide]]
			*[[Import Tickets]]
	*[[Employee Privileges]]		*[[Employee Privileges]]
	[[Category:Service Management]]		[[Category:Service Management]]
	[[Category:Work Flows]]		[[Category:Work Flows]]

← Older revision		Revision as of 13:13, 11 November 2018
Line 751:		Line 751:
	=See Also=		=See Also=
	* [[Tickets\|Ticket Lifecycle]]		* [[Tickets\|Ticket Lifecycle]]
			*[[Recurring Tickets]]
	*[[Email Connector\|CommitCRM Email Connector]]		*[[Email Connector\|CommitCRM Email Connector]]
	*[[Alerts Server\|CommitCRM Alerts Server]]		*[[Alerts Server\|CommitCRM Alerts Server]]

← Older revision		Revision as of 18:28, 21 March 2020
Line 49:		Line 49:
	The Ticket Navigation Pane provides the following views:		The Ticket Navigation Pane provides the following views:

	* '''Inbox''' - The Inbox view shows all tickets in your Inbox, meaning they have been updated by a customer. Customer updates can happen via the Customer Web Interface or when a new email arrives for this Ticket from a Customer or from an external application (via [[~~Commit~~ API Developers Guide\|CommitCRM API]]). Tickets can also be added manually, using the Move To Inbox option when right-clicking a Ticket. See more details in [[#Inbox\|Inbox]]. Note that the Inbox view has a tab of it's own in the Ticket Navigation pane, and all filters set in the Ticket Navigation pane apply to the Inbox only.		* '''Inbox''' - The Inbox view shows all tickets in your Inbox, meaning they have been updated by a customer. Customer updates can happen via the Customer Web Interface or when a new email arrives for this Ticket from a Customer or from an external application (via [[API Developers Guide\|CommitCRM API]]). Tickets can also be added manually, using the Move To Inbox option when right-clicking a Ticket. See more details in [[#Inbox\|Inbox]]. Note that the Inbox view has a tab of it's own in the Ticket Navigation pane, and all filters set in the Ticket Navigation pane apply to the Inbox only.
	* '''For Dispatching''' - The Dispatching view shows all Tickets waiting to be dispatched to technicians. The same list is displayed when viewing the main Dispatcher window. See more details in [[Tickets#Dispatch_the_Ticket\|Dispatching Tickets]].		* '''For Dispatching''' - The Dispatching view shows all Tickets waiting to be dispatched to technicians. The same list is displayed when viewing the main Dispatcher window. See more details in [[Tickets#Dispatch_the_Ticket\|Dispatching Tickets]].

Line 106:		Line 106:
	* Customers via the [[Web Interface\|Customer Web Interface]].		* Customers via the [[Web Interface\|Customer Web Interface]].
	* Customers sending emails via [[Email Connector\|CommitCRM Email Connector]].		* Customers sending emails via [[Email Connector\|CommitCRM Email Connector]].
	* Third-party applications updating or creating Tickets using [[~~Commit~~ API Developers Guide\|CommitCRM API]]. This can be done via CommitCRM Email Connector (API by Email) or directly via the database (using the Programming API). See more details in the [[~~Commit~~ API Developers Guide\|CommitCRM API User Guide]].		* Third-party applications updating or creating Tickets using [[API Developers Guide\|CommitCRM API]]. This can be done via CommitCRM Email Connector (API by Email) or directly via the database (using the Programming API). See more details in the [[API Developers Guide\|CommitCRM API User Guide]].

	<br>		<br>
Line 227:		Line 227:
	** Sends email regarding the Ticket.		** Sends email regarding the Ticket.
	* '''Third-party Application''':		* '''Third-party Application''':
	** External third-party application can use [[~~Commit~~ API Developers Guide\|CommitCRM API]] to update the Ticket.		** External third-party application can use [[API Developers Guide\|CommitCRM API]] to update the Ticket.

	<br>		<br>
Line 754:		Line 754:
	*[[Email Connector\|CommitCRM Email Connector]]		*[[Email Connector\|CommitCRM Email Connector]]
	*[[Alerts Server\|CommitCRM Alerts Server]]		*[[Alerts Server\|CommitCRM Alerts Server]]
	*[[~~Commit~~ API Developers Guide\|CommitCRM API Developers Guide]]		*[[API Developers Guide\|CommitCRM API Developers Guide]]
	*[[Employee Privileges]]		*[[Employee Privileges]]
	[[Category:Service Management]]		[[Category:Service Management]]
	[[Category:Work Flows]]		[[Category:Work Flows]]