Incoming Tickets Tickets are emails sent by customers. Every 10 minutes (or other preset time interval) the email server is polled and new emails are loaded into the system. Each ticket gets evaluated to determine if this is a new inquiry or an existing ticket.
Open Tickets View all open, unanswered tickets. Filters like category, mailbox or agent can be used. Incoming tickets get an automatic reply provided with a ticket code as a reference. Open tickets can be assigned to certain owner and get forwarded, to a priority and the ticket timeline can be seen.
Closed Tickets View all closed tickets. Filters like category, mailbox or agent can be used.
New Ticket New tickets can be added directly including information about the concerned customer, subject, request and attachment.
Search Search for tickets using filters like date, code, status, creator, etc.
Templates Set up reply templates for frequently incoming requests.
Mailboxes Set up as many mailboxes as you need.
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