How to Track a Ticket from the Customer's Perspective

AnnA Messenger - Email Tickets: Users

Some messages may come from the ticket requester, so it is necessary to teach them how to respond.

AnnA Messenger - Responding to Tickets via Email

The response we provide to the ticket will be sent to the requester’s email. To reply, they need to follow these steps:

1. Click on the link received in the email body;
2. Enter the Token found in the email body and click CONFIRM.

After that, a new tab will open, and the person who opened the ticket can reply to messages using the ticket screen.

AnnA Messenger - Filters and Search

We can find our tickets as follows:

1. Filtering by status;
2. Filtering by pending issues;
3. Smart search.

AnnA Messenger - Responding to a Ticket

To respond to a ticket, we need to:

1. Select a ticket;
2. Click on NEW MESSAGE;
3. Write our response;
4. Click SEND.

The ticket has been successfully responded to.

As messages are exchanged, they will be highlighted: