In this article, we'll walk through how to use our support ticketing system. If you're just getting started, see this article to learn how to set up the support tools. For details on your support tools reporting options, see this article.
Change the Contact on a Ticket
Maybe your teammate forwarded an email into UserVoice for you to answer, or you simply need to change the contact email on the ticket. You can do this in two places when answering a ticket.
When viewing a ticket, you'll see "Contact" at the top. Click "Change" to enter a new email address. Below the message area, you'll also see the "To" field. You can change the contact there as well.The option to "Include Ticket Thread" will not include previous messages if the contact is changed. If you change the contact on a ticket, the previous messages will not be included even if that option is checked. The thinking behind this was that this feature would be most used when emails were forwarded into a UserVoice account. In those situations, you would probably not want users to see the message included with the forward. This feature's use has evolved beyond that, though, and if you would like to see us change how this works, please, add your thoughts on the idea here!
Add Contacts (Cc or Bcc) to a Ticket
You're answering a ticket, and need to copy someone else on the message. We'll walk you through how to add a Cc and/or Bcc to the ticket.
Adding a Cc/Bcc to a ticket
- When you click on a ticket to respond, you'll see Cc/Bcc before the "From" field at the bottom of the ticket message area.
- Click it to expand both fields and enter your Cc and/or Bcc contact
- You'll also see the option to "Include ticket thread." Leave this box checked if you want the users copied to see previous emails in the ticket thread.
Answering tickets via email
Sometimes (or all of the time) you want to be able to answer tickets directly from your email inbox. And you can!
Turn on Ticket Notifications
You can reply directly to ticket notifications. To update your notification settings, click your avatar in the admin menu -> Click "Notifications" in the menu. You'll see your current notification settings.
- My Tickets: will send you notifications for all tickets assigned to you or that you're subscribed to.
- All Tickets: will send you notifications for all new tickets created. You'll also see the option to subscribe to specific queues.
Select which ticket notifications you want to subscribe to and save your settings.
Quick Note: You can only respond to a ticket notification from an admin email address. If you respond from a non-admin email address the system will see it as an end user reply and it won't send it to the customer. This can also happen if your admin email address is an alias or a distribution list.
How to respond to a Ticket notification
When you get a ticket notification, hit "Reply" on the email. Type your answer and then send.
When you respond to a notification, your response will first be sent to your UserVoice account. Your message will be recorded as part of the ticket thread, sent to the customer, and the ticket will be closed.
Don't want the ticket to be closed by default? Learn how to change that setting here.
Users aren't seeing my replies
If users are not receiving your replies, please check the following:
- Are you responding from the email inbox for your admin email address? This is the email address you use to log into UserVoice. If your admin email is email@example.com and you are responding from say firstname.lastname@example.org, the reply will not go to the user since susan@ is not an admin.
- Are you using a custom email address, and is forwarding set up correctly? If you are using an email address like email@example.com for users to send tickets to, make sure it is set up to forward to your UserVoice account. This article walks through how.
Go "off duty" as an agent
- Click on your avatar in the left-hand menu
- Choose "Go off duty" from the drop-down menu
Now you're back, so how do you go "on duty"? When you log in, you'll see a red banner at the top of the page. Click the "I'm back!" button.
Q. Can I send a ticket response if I'm off duty?
Save your ticket searches
- Start by entering the search parameters. Check out this article on how to search for tickets.
- Once you input your parameters, click "Enter."
- When your search results are displayed, click the gear icon next to the search bar.
- Choose "Save search as..."
- Enter what you want the search to be called.
Create a ticket for a customer
- Log into the Admin Console.
- Click the Tickets icon in the left-hand menu
- Click "My Tickets" (although, you can be in any queue within the ticket menu to do this).
- Click the "+" symbol next to the search bar
- You'll need to fill out two fields to create the ticket.
Contact: You must enter the user's email address before the ticket can be created.
Note: You do have to add a note to the Ticket for reference.
- Click ""Create ticket"" and you're done!