Workflow Update for Quote Letter and Sales Order Document Tickets

08/16 Update: This automation has been discontinued. Creating a new ticket in response to customer replies on 'Quote - Quote Letter Document' and 'Order - Sales Order Document' tickets is now at the discretion of the representative.

NOTE: Please be advised that our automated system may not always accurately identify customer responses, particularly in cases where the language is complex or the response deviates from typical patterns. Consequently, it is essential for agents to manually review customer messages to determine if a new ticket should be generated or if further action is required. 

If a customer responds to a resolved ticket tagged as 'Quote - Quote Letter Document' or 'Sales Order - Sales Order Document', a new ticket will automatically be generated unless the response contains the phrase 'Thank you'.

Ticket 2401497 for example;

This is the customer’s first email. It was tagged as “Quote – Quote Letter Document” then marked as Resolved.

When the customer responded to ticket 2401497, you will see a tag “Reopen” indicating a new ticket was created but the ticket will remain "Resolved". 

This is the new ticket, Ticket 2401498.

The new ticket’s subject is the previous/old ticket and Subject and you will see the ticket URL and message together with the previous ticket thread. 

Examplee:

If the customer’s response is Thank you with additional questions, you should manually create a ticket if needed. 

Examples of Customer Responses:

1. "Thank you" - No new ticket will be generated. The ticket will remain resolved.

2. "Thank you! When is the ETA?" - No new ticket will be generated. You'll need to manually create a new ticket (follow the steps below). Retag the old ticket resolved and respond to the customer's query on the new ticket. 

3. "The size is wrong." - a new ticket will be automatically created. The old ticket will remain resolved, and you continue assisting the customer on the new ticket. 

Steps to Create a new Ticket

1. Click the "New" button located at the upper right corner of the dashboard beside the Search bar.
2. Choose "New Ticket" from the dropdown menu.
3. Complete the required fields:

• Contact: Enter the customer's email address.
• Subject: Use the subject from the previous ticket or create a new one.
• Type: Select the appropriate type based on the customer's query.
• Status: Set it to "Open."
• Priority: Choose "Medium."
• Group: Assign it to the customer service group.
• Agent: Assign the ticket to a specific agent if necessary.
• Description: Include the customer's message here.

               4. Finally, click on "Create" to submit the ticket.