SupportPal Documentation

Viewing Ticket

The ticket view provides a lot of information and available actions along with the option to view and reply to user messages.

Contents

Quick Actions

A number of quick action buttons can be found at the top of the page that will be carried out immediately.

Replying

There are two available types when replying:

A third tab is available to forward the ticket to a third-party.

Drafts

When writing replies, it may be useful to safe drafts if you need to come back to the ticket in the future. Drafts can be saved (or updated) with the "Save Draft" button below the textarea, and can be discarded with the "Discard Draft" button. Automatic drafts are saved every minute.

Adding/Removing Contacts

Additional email addresses can be attached as contacts to the ticket, such that they will receive carbon copies (CC) of the emails sent to the ticket user. Click the "Add CC" option found on the right of the user's email address. Click in the white area in the newly showing CC row and type in the email address. The contact will only be saved when you post the reply.

On tickets with existing contacts, the option to either Reply All or Reply (without CC) will be available when writing your reply. The latter option will retain the contacts on the ticket but only email the addresses listed in the TO section.

Reply Options

A number of options are available that are carried out when the reply is posted:

Add Canned Response

You can utilise a canned response by clicking the speech bubble icon as highlighted below in the text editor toolbar. This will allow you to search for canned responses, and will show the most commonly used or recent responses based on your ordering preference.

Add Canned Response

Add Self-Service Link

You can add a link to an article in your reply by clicking the icon as highlighted below in the text editor toolbar.

Add Self-Service Links

Attachments

Audio, image and video attachments can be previewed in the browser. Clicking on the attachment will open up a popup with a large version of the image or start playing the audio/video. The attachment can be downloaded by clicking the down arrow in the top right corner as shown below.

Download Attachment

PDF files will attempt to open in the browser too. Other attachment types will automatically download on clicking.

Message Actions

Message Actions

Splitting Tickets

Sometimes users may reply to an existing ticket with a separate issue and it may be helpful to separate that response to a new ticket. By using the checkboxes on the top right side of each message, you can select which messages you wish to split and then click the "Split Selected Replies" option to the right of the tabs. You will then be automatically taken to the new ticket, and the two tickets will be linked together (see Linking Tickets).

Quoting Messages

You can quote whole messages by using the quote mark icon that can be found on the top right side of each message. Clicking this icon will copy the whole message to the textarea with ">" added in front of each line to signify that it is a quote.

Editing Messages

Messages can be modified by clicking the pencil icon, to save your changes click the "Save" button.

Printing

Use the 'Print' option to print an individual ticket reply.

Permalink

The 'Copy Link' option in the dropdown menu can be used to generate a permalink to the selected message. The link can then be sent to colleagues and the browser will automatically scroll to the selected message.

Forwarding

The 'Forward this message' option will populate the editor of the 'Forward' tab with the contents of the selected message.

The 'Forward ticket from here' option will populate the editor of the 'Forward' tab with the contents of the selected message and all prior messages. Note: operator notes and forwarded messages are excluded.

See Forward below for more information.

Linked Tickets

The 'Create linked ticket' option can be used to create a new linked ticket directly based on the selected message. The Open New Ticket form will be prefilled with the old ticket subject and the ticket message content, changes can be made as required before the new ticket is created.

See Linked Tickets below for more information.

Deleting Messages

Messages can be deleted by clicking the dropdown menu and selecting 'Delete Message'. Please note that if you delete the only message left it will also delete the whole ticket.

Editing the Subject

The subject name can be modified by clicking on it and updating the text field that shows. Once finished, clicking elsewhere on the screen will then update the subject in the system.

Below are the three key sections included in the ticket sidebar, though more sections may be available depending on the ticket channel.

Ticket Details

The relevant details and options available for the ticket, as listed below. These details are updated automatically regularly.

User Details

A quick overview of the user is available here, along with their (up to) three most recent other tickets. If the user is in an organisation, you will also be able to see tickets from other organisation members separately.

Macros

A list of manual macros that can be applied on the ticket and perform a series of automatic actions.

Ticket Custom Fields

The custom fields available for the department are listed here, along with any data that the user or an operator has filled in for the ticket so far. The fields can be updated by changing the values as necessary and clicking the "Save" button.

Ticket Log

Clicking the "Log" tab will show a table of events related to this ticket only. The table can be sorted by clicking the up/down arrows:

Escalation Rules

Clicking the "Escalation Rules" tab will show a table of scheduled escalation rules that are due to run in the future. The table will only show if the ticket has an SLA plan and there are escalations rules active. The table can be sorted by clicking the up/down arrows:

Follow Up

Often you may wish to follow up on a ticket at a later date. You can use ticket follow ups to perform a series of actions automatically at a specific date and time. Follow the below steps to set up a ticket follow up.

  1. Click on the "Follow Up" tab on the ticket view.
  2. Choose if you wish the follow up to be at a specific date and time or whether to specify a time from from now (for example, 3 days from now). Enter the date/time as you need.
  3. You may wish to change the status of the ticket until the follow up is actioned, you can use the Set Status dropdown for this.
  4. Add actions that to be performed when the follow up time is reached, multiple actions can be added.
  5. Click "Save".

The follow up can be updated by updating the fields and clicking "Save" again, or removed by clicking the "Delete Follow Up" button.

Forward

As a business you may have third parties, such as suppliers or contractors, whom you have to contact based on the support requests you receive. Just click the tab and it will pre-fill the editor with the existing ticket content, similar to a regular email client. You can send the email to anyone, from either a department email or your own email address (so that it looks more personal), as well as edit the subject and contents. The forwarded message is shown in the ticket with a purple background allowing other operators to see it as well.

Forward Ticket