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Support Process: Adding and removing a contact from a ticket

By
Carla Reed
on 3/27/19, 10:01 AM 12 views

Support Process: Adding and removing a contact from a ticket


How to add a follower to a ticket:


At the right corner of the history portion of the ticket


Select the silhouette outline

Scroll down to the option “ Add Followers”

In the recipient field search the name of the follower you would like to add

  • If the name you would like to add is not listed, select the “create and edit” option

  • This will unlock the create a contact field: simply add the contact name, email and phone number (if applicable)


Do NOT select the send email checkbox = we do not want to send an invite to the requested follower


Why would I add a follower to a ticket?

Followers are added when we want to escalate a ticket to another department or to property staff.



How to remove a follower from a ticket:


At the right corner of the history portion of the ticket


Select the silhouette outline: this will display all of the followers of this ticket


Select the (X) near the contact’s name you would like to remove. This contact has been removed and will not receive any additional notifications for this ticket.


Why would I need to remove a follower from a ticket?

A follower is usually removed when we want to send an email without the ticket contact (the person you submitted a ticket for) receiving a copy.




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Asked: 3/27/19, 10:01 AM
Seen: 12 times
Last updated: 3/27/19, 10:01 AM