Embedded Files
Post date: Apr 29, 2016 11:27:33 PM
This guide assumes that you know how to do the following:
Replying to a ticket in Autotask is a little bit more complicated than it should be
Basically, when a reply is added it will automatically email the contact that has been selecte as well as add it to the client portal.
Basically to do a reply, you have to create a note. Note: we’re not going to this using the basic interface below because we want to make sure the ticket status correct as we add the note
To do this, you can either select this icon from the top bar.
Or at the bottom of the ticket
Clicking either of these buttons will open the note window.
So first of all you need to change the status if required
In Progress: We are currently working on the ticket
On Hold - We are currently awaiting something from our side (such as a part)
Waiting Customer - We are currently waiting for the customer to do something, such as approve a purchase or reply to the ticket.
Complete - this has completed the ticket and it is to be closed.
You need to make sure you add a title such as: Ticket Update etc, a basic informational phrase.
In Description, ensure that you make the response polite, grammatically correct and fully formed (remember this goes to the customer!
For Example:
Hi John,
Just to let you know we managed to get onto the display in question and solve the fault, we’re going to monitor to ensure it doesn't come up again.
Anything else you need just let us know
Thanks
Once you are happy with your response click save and close.
Page updated
Report abuse