Sending Email to Contacts and Converting it to a Ticket
Customers often reach the support team via phone, live chat, or other channels to seek immediate assistance. Issues such as failed payment or recurring problems with a purchased product can be solved faster over a phone call with the support agent.
When customers contact the support team directly through different communication modes instead of submitting a ticket, it's important that the agents create a ticket about the reported problem to enable tracking, monitor resolution, and facilitate smooth communication with the customer.
In another case, sometimes the issue may be resolved over a call or chat, but the customer needs to be sent an acknowledgement email. The agent can send the email and auto-convert it to a ticket for reference.
Some businesses may also send season's greetings, marketing campaigns, drip emails or newsletter to their customers. Such conversations don't require the agent to create a ticket first. These emails can be directly sent to the new and existing customers.
Availability
Permission Required- Users with the Support Administrator permission can enable sending emails for departments.
- Users who have the permission to Send email and Create ticket can send emails to the contacts.
Check Feature Availability and Limits
Enabling permission to send email to contact
Admins can give agents permission to send emails to contacts for selected departments. For example, there may be departments where the admin doesn't want the agent to contact the customer directly. For such departments, the option can be disabled.
To enable send an email
- Go to Setup (
) > Customization > General Settings.
- Toggle Send as Email.
- Select the Departments and click Save.
Sending emails and submitting a ticket
Sending email is similar to creating a ticket. Contact information, such as name and email address, is fetched from the existing record, or if the agent enters these values, then a new record is created in the Contacts module.
Note
- The email recipients won't receive an acknowledgment that the ticket has been created.
- Your department's signature will be added to the emails unless you remove it from the email body.
- You can add a maximum of 20 CC recipients to an outbound email.
- You cannot add BCC addresses on emails.
To send an email and submit a ticket
- Go to the Tickets module, click the
icon from the top bar.
- In the Add Ticket page, select the Contact and enter other appropriate details.
- Enter the Subject and Description.
- Upload Attachments from your desktop or cloud storage, if needed.
- Click Send As Email.
- On the Send as page, do the following:
- Enter CC recipients if needed.
- Review the email content and make any necessary changes.
- Click Submit and Send.
A ticket will be created.
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