Ticketing

Ticketing

Customer email correspondence is handled in the form of a ticket, and each unique ticket represents a logical thread of email correspondence. A ticket will contain one or more email messages, which follow a common thread of dialogue with a customer.

When MailManager receives email, a new ticket number is assigned. Through the cycle of support on that issue (subject), the ticket is kept private and can be viewed by agents or moved if necessary.

Ticket History

MailManager lets agents view the complete history of any ticket. Should ownership be passed to a different agent, every message relative to that ticket is viewable. This allows new agents to quickly familiarise themselves with the subject, without having to ask the customer for another explanation of the issue.

Ticket Priority and Category

Tickets can be sorted based on priority or category, helping facilitate efficient responses from agents to customers.

Email Search Engine

Agents can use powerful search engine to find tickets based on a number of criteria including Subject, Ticket Agent, Ticket Box, Dates, Contact Name, Contact E-mail Address, Category and more.