This article describes the expected behavior when you interact with a Support Ticket.
There are two ways to create a Support ticket.
Via Email to email@example.com
You can include cc recipients in the email.
Via Support Portal Ticket Form
Note: You must have a Support Portal account to access the ticket form.
- Ticket gets created.
- You, as Requestor, receive a confirmation email that ticket was created:
Example confirmation email:
- 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 Ticket system (Systemite).
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 wanted to reply to. This will take you to the support portal where you can log in (if you aren't already logged in).
Your reply becomes part of the ticket. Ticket agent view:
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 Systemite (see below). This will also add the person as a default cc recipient 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 Systemite, 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.