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How Customer Notes Work in Our Ticketing System

by | Jul 29, 2024 | Managed IT Services, News | 0 comments

Recently we’ve had some inquiries about how emails are processed when a customer sends an email to our support address. Here are some things to keep in mind.

    • If there is no ticket number in the subject line, a new ticket will be created.
    • If the subject line contains the ticket number, the email will be applied as a “ticket note” to the applicable ticket.
    • If the email address from which the ticket note comes is not already attached to the ticket, the note will be added to the ticket, but the sending user will not be attached to the ticket as a contact. This is the case whether or not the sending email address is associated with the customer account (i.e., is an “account contact”) in the ticketing system.
    • If an account contact is CC-ed on the email , the CC-ed contact will be attached to the ticket as an additional contact. This is the case whether the sending email address is an account contact or not.

 

Bottom line: Any account contact who is CC-ed on a ticket note will be added to the ticket, but the original sender will not be. If the original sender would like to be added to the ticket, they can CC themselves when sending the ticket note. As long as the email address they are CC-ing is an account contact email address, this will add them as an additional ticket contact.

 

TIP: It’s not necessary to CC users who are already ticket contacts. The ticketing system emails a copy of the ticket note to all ticket contacts (and only to ticket contacts).

A note about domains: If a user has an email address that is not on the company’s domain, the user will be still added to the ticket according to the rules above as long as the email address is already associated with the customer account.

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