Ticket History
Keeping track of ticket updates and communication can be time-consuming, but the Ticket History section simplifies this process by centralizing all actions in one place. It provides a clear timeline of who updated or created the ticket, along with staff notes, system messages, and customer interactions. This eliminates the need to check multiple sections, making it easier to manage repairs efficiently. With built-in options to add private staff comments and send follow-up emails or SMS, teams can collaborate effortlessly while keeping customers informed.
How to Add Staff/Private Comments:
Staff comments are a helpful way to share additional details about a job with your team. Only the admin and selected employees can view these comments. They appear in log notes but are not visible to customers on the customer portal. Staff comments can also provide insight into the job or explain the reasoning behind public comments.
From the Ticket Listing Screen:
- Open the ticket by clicking on Edit Ticket.
- Scroll to the bottom and click on the Private Comments tab from history section.
- Use the To dropdown to tag or mention a staff member.
- Choose whether to add a comment, send an SMS, or send an email.
- Click Save to add the comment.
How to send a follow up SMS/Emails to your customer
To send a follow-up SMS/Email, simply go to ticket history section and select Email/SMS tab.
- If you want to send a custom message/email, just type it in the text area.
- If you want to send a predefined canned responses, just select them from canned responses dropdown.
- After adding it, hit the send button, you SMS/Email will be sent to the the customer.