When a customer contacts your company through the contact form/support module or sends an email to your company a mail ticket is created. To access mail tickets enter IOdesk and navigate to Mail
.
Tickets have four possible states they're new, open, solved and pending.
In the left menu, you can see how many open, new and team mail tickets there are.
The conversation is in the middle of the screen. It shows who sent what and when.
Client information shows the customers' email address, how long ago the ticket was created and their IP address. If the customer is a returning customer you can view their earlier tickets to see what has been said before.
You can update the name and email of the customer.
You can tag your tickets with labels that can be used to categorize and structure your tickets. Labels can be used to search in the solved tickets view.
Set callback date changes the status of the ticket to pending and will remind you when it's time to get back to this ticket. Auto-solve on a date will solve the ticket at a set date if the customer doesn't respond before that.
Write a note about the ticket or the customer that can be viewed by other agents in your company. Labels will never be displayed to the customer.
Here the agent can respond to the customer by writing their answer and pressing send mail.
By pressing canned responses you can view personal or company-wide canned replies.
KDB answers are answers that exist in your knowledge databases. You can view an answer and select parts of it to send to the customer or send out a link to the customer where they can read the whole answer.
Label the ticket with something fitting to categorize and get an overview over issues or subjects. Labels are never shown to the customer.
The icon in the bottom right enables you to upload images and some files to share with your customer. There are size limits and limits of what type of files you can upload.