Handling Emails and Tickets

Reading Time: 2 minutes

VCC Live® Desk helps agents handle queries in a centralized ticketing system by converting customer emails into support tickets.

Table of Contents

To View the Email and Ticket Lists

  1. Press Email button on the taskbar to open the email and ticket lists.
  2. Press View spam emails button to view the spam folder, or press Refresh button to refresh emails and tickets.
name description
Inbound emails New emails.
Open tickets Ongoing tickets that awaits agent’s reply.
Waiting tickets Ongoing tickets that awaits the customer’s reply.

VCC Live Desk Email and Ticket System screenshot

To View Notification Badges

  • You can see the number of new emails and open tickets by glancing at the envelope icon on the taskbar.

VCC Live Desk Notification Badges

To Create a New Ticket

  1. Press Create Ticket button to create a new ticket.
  2. Enter a criteria in the Find Contact pane to one of the text fields to search for a contact.
  3. Select a contact in the Assign Contact pane. If there is no result, select New client, then enter a name for the contact.
  4. In the Assign Ticket pane, enter a subject, a remark, then set a deadline.
  5. Press Next.
  6. Confirm the contact details, then press Assign contact.
  7. Enter the subject, compose your message, then press Send.

To Reply to an Email

  1. Once the email and ticket interface is open, select an email.
  2. Enter the subject, compose your message, then press Send.

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