How to manage Service Ticket Email Activity?

 

In this video, we’ll explain you how to perform email activity in a service ticket.

When a ticket is created in the system, there are often internal notes or customer-related comments added. These comments can also be shared with the customer directly through email. Let’s see how.

Go to Open Service. Once you click on it, all pending tickets will appear in the index view. Select the ticket you want to work on. You’ll see all the comments entered, such as installation updates or customer follow-ups. For instance, if a customer requests service for the next day, you can enter that comment and save it.

If technical support took around half an hour, record that information in the comments. To send this to the customer, use the email activity option. To enable it, go to Master → Setting → Email Activity and turn it on. After enabling, refresh the page the email icon will now appear in the ticket.

The email includes all comments, including any new ones added. You’ll find two options: Send with Last Remark and Send with All Remarks.

If you choose Send with Last Remark, a pop-up appears showing the customer’s name, company name, ticket number, and the latest comment along with the company logo. You can also attach additional files.

If you choose Send with All Remarks, you’ll see all comments with their respective dates and times a complete communication trail.

This feature makes communication smooth and organized, eliminating the need to draft separate emails. Everything can be managed directly from the service ticket itself.

This is how email activity can be efficiently performed in a service ticket with AntMyERP. Watch the video to know more!