Presentation on theme: "This ticket contains all the information needed to complete the task requested. Note that the Status is set to “Open” To let the customer or your team."— Presentation transcript:
This ticket contains all the information needed to complete the task requested. Note that the Status is set to “Open” To let the customer or your team know you are working on the ticket, you would reply to the email. You receive an email from Footprints, it can be assigned to your team or directly to you.
You can even update fields using email, use the format fieldname=data to update a field. In this example, I’ve changed the Status to “In progress” and added 10 minutes to the time tracking. I also put in ‘description=working on this’ just to show what happens to fields that are either not in the workspace or typed incorrectly. (the description field populates automatically with whatever information you type here) Always put your reply information above the “When replying, type your text above this line” area. If you find you need information from the area below, copy it and paste it into this area. Never make any changes to the Subject line.
and that Footprints treated the “description=“ as just another block of text. The “time=“ and “status=“ text was correctly placed in the fields within the ticket. Footprints has picked up my reply and has updated the ticket and sent a response. Note the change in status.
Here you see the time tracking has been updated with the number of minutes.
Customers can even respond and have the update go directly into the issue, if the issue is still open, it will change the Status to “Customer Responded”, so you can get responses to questions this way as well.
Field NameChoice (if a dropdown) StatusOpen Need More Information Pending Customer Pending Depot Scheduled Closed Resolution CodeCompleted Cancelled Not Resolved Request out of scope Training Duplicate CompletedDeskside Remotely A list of some fields and some of their options in the Customer Support Workspace
If you have any questions about updating issues via email, please send them to firstname.lastname@example.org Contact Information