Ticket Handling

How to handle tickets that arrive via Email?

Handling Tickets that Arrive via Email

Email tickets are handled similarly to phone and chat tickets, but there are a few things to be aware of:

  • New email tickets do not have the Category, Type, and Item fields filled in.
  • Ensure that the correct Contact is associated with the ticket.
  • If you escalate a ticket, you MUST put in a Comment or Internal Note explaining what you have done and why you are escalating it BEFORE doing so!
    • IMPORTANT! – All comments are emailed to the user. Internal Notes are not.
    • If you use the Internal Notes field, be sure to add your name and a time stamp before the note.
  • If you are able to resolve the issue, change the Owner to yourself before marking the ticket Closed.
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