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Creating Support Tickets from Emails

Creating Support Tickets from Emails

EZTrack360 allows you to create support tickets directly from email messages in the Inbox. This feature streamlines your workflow, enabling you to quickly turn customer emails into actionable support requests.

Steps to Create a Support Ticket from an Email

  1. Navigate to the Inbox:

    Click COMMUNICATION in the left sidebar, then select Inbox.

  2. Locate the Email:

    Scroll through the list of emails or use the search bar at the top to find the email you wish to convert to a support ticket.

  3. Open the Email:

    Click on the email to view its detailed content.

  4. Click the Create Ticket Button:

    At the top-right corner of the email view, you will see the Create Ticket button, identified by a ticket icon (Ticket). Click this button to start creating a support ticket from the selected email.

  5. Fill in Ticket Details:

    After clicking the button, you will be redirected to the ticket creation form. Here, you can:

    • Modify the subject and description (defaulted to the email’s subject and body).
    • Select the customer associated with the ticket.
    • Choose the priority level (e.g., Low, Medium, High, Urgent).
    • Assign the ticket to a department and employee.

  6. Save the Ticket:

    Click the Save button to create the support ticket. The system will notify you that the ticket has been successfully created.

Tips for Using This Feature

  • Ensure your department settings are properly configured to benefit from automated email ticketing.
  • Leverage filters in the Inbox to quickly find critical emails that need to be converted to support tickets.
  • Use the search bar in the Inbox to locate specific emails based on sender, subject, or content.

Troubleshooting

  • If the Create Ticket button is not visible, ensure your email integration is active. To check this, click the settings gear icon ⚙️ in the top right, then scroll to the Google Integration section to verify your Gmail connection.
  • If emails are not loading, try refreshing the page by clicking the Reload button (icon: RefreshCw) in the Inbox top bar.

By following these steps, you can efficiently handle customer inquiries and ensure they are addressed in a timely manner using EZTrack360’s support ticket system.