SupportTrio allows you to avoid the confusion, and also double posting, that can arise from having two or more operators trying to answer the same ticket at the same time. This is a typical pitfall of generic systems of email support. When more than one user is viewing a ticket, you are warned on top of the screen, that more than one user is viewing your trouble ticket. You can also use this in conjunction with commenting tags to help or assist other users in proper resolution to a trouble ticket.
Personalization Tags
There are several personalization tags that can be applied directly to the contents of the message body. You can stylistically alter your text, for proper emphasis and intonation, by adding bold, italic, and underlining tags around your block of text. You can add coding tags to separate code from the rest of your text. You can add quoting tags around a block of text when that text is in reference to a previous statement. Personalization tags make your text more readable and avoid creating confusion.
To add a personalization tag to your message content, highlight the area you are setting tags on, and click on the appropriate tag: B for boldface, I for italics, U for underline, A for a Link, C for Code, and Q for quotes.
You can also add the following tags manually:
[B] my text [/B] for boldface, [I] my text [/I] for italics, [U] my text [/U] for underline, [link] my address
[/link], [C] my code [/C] for code, and [Q] my quote [/Q] for quote.
Saved Responses
You can add frequently used statements into your message body by using the �Saved Responses� feature. Saved responses are especially useful when prompting for information before commencement of a process and when it is not necessary for a more personalized response. They save both parties time and when applied appropriately are highly effective.
Your �Saved Responses� are to the right of your tagging options. After storing them in the departmental portion of your trouble ticketing solution you can retrieve them by scrolling down to them in the dropdown menu as you type. Leave your type curser where you want your responses to be inserted.
Adding Attachments
You can add any number of attachments to each of your posts. You can add attachments to trouble tickets as easily as you add them to email. To add attachments to your tickets, click on attach below the message content.
You can either insert a new file or one that is stored in a file library. Browse and upload for new files. You can add this file to a file library so that it can be easily accessed in the future. If this is file you wish to catalog in your file library then mark the checkbox: �Add file to file library.� If you are successful then a red �Done� button is visible to the right.
If your file is stored in a library then it will appear under the library header. Mark it and click attach. If you are successful then click on the red �Done� button to the right to close your file library window.
Filtering Options
If you are looking for only tickets assigned to a specific department then you can filter your �Open Ticket List� to only display tickets that are in that department. Find the department you are searching for results in by using the filtering dropdown to the far right. Click �Filter� to view the results.
Display Options
You can modify the settings used to display your list of tickets. All fields are displayed by default. If you want to disable any of the displays unmark the item at far right side on the bottom of the page.
Click �Saved� to effect your changes.
Searching Tickets
You can search through tickets from anywhere in your trouble ticketing system. At the top right is a text box followed by a drop down menu. Search tickets by ID, Email, Subject, Posts, and Date.
Multiple Ticket Views
There are a couple of modes for viewing that you can switch between on your ticket; standard and collapsed. To switch between views use the dropdown menu on the left labeled �Change View.� �Standard� Mode shows all posts within the ticket. �Collapsed� mode shows only the last post with all other posts appearing as tabs. Click on the individual tabs to expand and view the post. To collapse back, click on the tab again. You can expand and collapse any post you choose including the last message posted.
Previewing a Ticket
Because your visitors receive notification every time a ticket is submitted, for assurance, you might want to click on the preview button before responding to a ticket. Check to make sure that the message is the way you want it. Click �Back� or �Submit.� After you are done you can then �Close� the ticket if fully addressed or mark �Resolved� which keeps the ticket ongoing.
