Managing & Tracking Ticket
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Articles in "Managing & Tracking Ticket"

Can I design and use my own signature?

Yes. A signature is a bit of personalized text, sometimes with images or hyperlinks, such as your contact information and company's tagline. With Comm100 Ticket, you can pre-define one or more signatures for different From email addresses. There are

Can I assign the tickets automatically?

Yes, you can customize rules to enable auto assignment. Auto Assignment allows you to define a particular staff who will be automatically assigned to take charge of a certain ticket. Step-by-Step Instructions: Step 1. Go to Settings under the Setup tab;

How to quickly locate a certain ticket?

With Comm100 Ticket solution, there are multiple ways for you to quickly locate tickets. ​ 1.If you know the Ticket Id of a specific ticket, simply enter the Ticket Id into the ID bar and click Go to bring up the tickets you want. 2. If you know cert

Can I export my tickets and then analyze the statistics?

Unfortunately, no. But there is a workaround for you to copy the information (field values) of your tickets to Notepad then open with Microsoft Office Excel to analyze the statistics. Step by Step Instuctions: Step 1. Log into your site account and clic

How can I personalize my ticket auto follow up email?

When you edit yourauto-follow-up message, you can use Macro Parameterstopersonalize the follow-up email based on your needs. TheMacro Parameterscan be used in both the subject and the body of the follow-up email. When a follow-up email withMacro Parame

How to use canned responses?

Canned responses are predefined responses to common questions. With Comm100 Ticket, rather than typing again and again the same answer, or pasting from some other resource, operators can insert predefined canned response into tickets with a few clicks.

How to insert an image in a reply email?

Comm100 has introduced the feature of inserting images that allows you to neatly insert images in any follow up emails. All full size images show up in an email message instead of small thumbnail preview or links to download attached images. When you re

How to set my private query?

With Comm100 Ticket, you can create a new query to quickly locate certain ticket(s). All Queries are listed under the Ticket tab.You can select a query condition to filter the tickets. Step-by-Step Instructions: Step 1. Go to the Tickets tab in the

How can I view the history of a ticket?

Currently, all correspondence messages of a ticket ​are displayed in thread.When attempting to resolve customers' queries, operators sometimes need to view and track the histories of a ticket. To view the history of a ticket, please go to the Historie

How to merge tickets?

Ticket Merge is an operation for you to merge the history of a source ticket into a target ticket. Merge operation is irreversible.After the merge, the target ticket keeps its property values.Future incoming emails, chat transcripts, offline messages and

How to create a new query?

With Comm100 Ticket, you can create a new query to quickly locate certain ticket(s).All Queries are listed under the Ticket tab.You can select a query condition to filter the tickets. Step-by-Step Instructions: Step 1. Go to the Tickets tab in the Tic

How can I assign a ticket to my operator?

In the current version of Comm100 Ticket (v3.0), you can edit the Assignee field of a ticket in orderto assign the ticket to a proper operator. Step-by-Step Instruction: ​​Step 1. Log into your Comm100 account and go to the Admin portal; Step 2