This article describes the expected behavior when you interact with a Support Ticket. 


Ticket Creation

There are two ways to create a Support ticket.


Via Email to support@systemite.se

You can include cc recipients in the email. 

A ticket and a support portal account will be created.


Via Support Portal Ticket Form


Note: You must have a Support Portal account to access the ticket form.


Results: 

  • Ticket gets created.
  • You, as Requestor, receive a confirmation email that ticket was created.
  • Anyone cc:ed on the email will receive the email that you sent as usual. 
  • They are also added to the ticket as default cc recipients of future ticket updates unless manually removed each time a response is created. 

Respond to a Ticket Email

There are two ways to reply to a ticket when you receive an email from the Support Ticketing system. 


Using Reply or Replay all

Use the Reply or Reply All buttons. You can add cc recipients to your reply email if they are not already cc recipients.


Use the Ticket URL in the Email

Click on the ticket URL in the email you are wanting to reply to. This will take you to the support portal where you can log in (if you aren't already logged in).


Result: 

Your reply becomes part of the ticket. And, the cc recipients will receive the email and an email from the portal that includes the reply.


Any new cc recipients will be added to the ticket as default cc recipients of future ticket updates unless manually removed each time a response is created. Likewise, you can forward the email thread to another person and cc another recipient as well. This will also add the people as default cc recipients on the ticket updates. 



Reply to Ticket as a CC Recipient

A cc recipient on a ticket can reply to a ticket Using Reply or Replay all as described above in Respond to a Ticket Email. Even if they only reply to SystemWeaver, the Requestor of the ticket will receive an email with the content of the reply. 



If, as a cc recipient, you do not have a support portal account, you will be unable to use the ticket URL in the email to reply to the ticket via the support portal.