The Editor Window enables a supervisor to reply to or forward a ticket and respond to the customer who raised it. It also includes options such as Canned Responses, Attach File, Escalate, and Save as Draft.
Editor Window
- Click Canned Responses
icon to add canned responses in the body of ticket. (See Email Canned Responses)
- Click Attach File
icon to attach files to the ticket. A dialog box appears from where one can select a file and attach it to the ticket. (See Email Attachment)
- Click Escalate
icon to transfer an email ticket to the operator or skill. (See Email Escalate/Transfer)
- Click Save as Draft
icon, if you need to save a ticket as a draft for later use. The saved draft can be later viewed from the Draft folder of the Folder List. (See Save as Draft)
- Click Push URL
icon, to push a URL while replying or composing an email. (See Email Push URL)
- Click Nanorep
icon for nanorep option. (See Email Nanorep)
- Information window consists of the tab such as Activity, Details, History, Notes and Survey.
- The Ticket Status drop down box displays three options.
- In Progress- This will be the by default status in the drop down box
- Resolved- A supervisor could resolve the ticket and the set the status to “Resolved”.
- Reply and Resolved- An operator needs to select the status as Reply and Resolved thereby entering texts in the text field and click on Send button
- The priority of the ticket would be displayed in the Ticket Priority drop down box. This option could be configured by Admin.
