Handling Emails and Tickets

productname.label helps agents handle queries in a centralized ticketing system by converting customer emails into support tickets.

Table of Contents

• Notification Badges
• Emails and Tickets
• To Access Emails and Tickets
• To Create a New Ticket
• Handling Tickets
• To Reply to an Email
• To Transfer an Email to another queue
• Additional Omnichannel features
• Color Coding

Notification Badges

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

Emails and Tickets

The emails and tickets interface lists all new inbound emails, ongoing tickets, and tickets awaiting your response. You can assign a new email to a new or already existing client and open a ticket for the query, or create a new ticket from scratch.

To Access Emails and Tickets

1. Press on the taskbar to open the email and ticket lists.
2. Press to view the spam folder, or press to refresh emails and tickets.

To Create a New Ticket

1. Press to create a new ticket, or select a new email.
2. If you want to assign the email to an existing client, use the recordSearch.legend pane to search for a record, and then select the customer. If you want to assign the email to a new client, use the newRecordForm.legend pane, and fill in the required information, then press generateNewToken.button.label.

Handling Tickets

When you open a ticket, you can view all the information related to the client, for example, contact details, other tickets assigned to the client, chat and email threads, and the event history.

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.

To Transfer an Email to another queue

Many times, agents handle incoming emails received to a general email address. These emails need to be transferred to a specific group of agents who can handle a certain type of issue. If the related package is activated, agents can transfer emails to queues. After forwarding, the email appears to those agents only who are added to the selected queue. Please mind that only agents can perform this action who are granted with this right.

Here is how it works:

1. If there is an incoming email, a ‘Transfer‘ button appears next to it.
2. Selecting this button the agent can choose a queue from a list, where the emails should be transferred.

Additional Omnichannel features

New custom fields: There are some new custom fields that can be used in emails and email templates. These are: Alias, Signature, Free text #1, Free text #2.
Please note, that except for ‘Alias’, there is a limit of 1000 characters for these fields.

Record identification: In case of inbound or outbound phone calls (records), when opening a new ticket, the record is identified right away, and appears for the ticket. This is really handy for agents as they don’t have to look up phone numbers manually.

Ticket number as variable: Ticket Number now can be used as a variable in email templates. This makes it easier to communicate with your customers.

Saving ticket data: Filling a script is now saved for a ticket, that appears also in the customer’s history.

Indexed fields in the database: Indexed fields can now appear in the database too – based on your specific settings, set up by VCC Live, you can find your indexed fields in the Database (found at project > Database > Fields) appear in the Ticket list interface too (e.g. name, phone1, phone2, etc.). These appear as new columns, and they are included in your exports too from this interface. To enable this feature, please contact our Customer Care Team or your KAM contact person.

Saving field values: All field values that are entered in a script are saved in the event history.

Providing phone field is now optional: We recalibrated the behavior of some of the script’s elements, therefore filling the phone field is no longer mandatory. Several customers are using scripts only for eg. emails, therefore this update makes it easier to use scripts in a wider range of applications.

Color Coding

Entities in the email and ticket list also appear with color codes, indicating their importance, and thus showing a type of alert information based on their respective SLA values. The color codes appear in front of the tickets and emails.

An orange color code indicates if the entity’s deadline or SLA is due in 1 hour.

A red color code indicates if the entity’s deadline or SLA is overdue.