How to answer a support case
In your support module you can answer your support cases fast and even more efficient by using templates and merge fields.
The correspondence fileds, where you can see the correspondence with the customer is shown as a chat for you to get a quick overview, but it is important to point out that these are all emails!
On top of sending out emails you can also add internal notes on the case or send emails to a third party that the customer will not see. You do that by using the Note button, which will change the answer field to yellow. This indicates that you are writing an internal note or sending an external email. The note or email itself will also be marked yellow in the correspondence itself.
When you want to answer a case, you have to click on Answer. In the text field you have different options:
Add more recipients to your email (CC and BCC)
Attach documents
Make the answer fields itself larger with more formatting options
Format the text
Choose a template for your answer
Use a templete to answer your support case
When you use template to aswer your support cases, you can make sure the customers always get streamlined answers and important information.
The templates can be created with merge fields, so they always include e.g. the case/ticket number, the customer name and other information about the customer or the case.
You can make templates that answer the most frequently asked questions, so you donø't have to write everything from scratch every time and that way save a lot of time.
In the example below you can see a template with merge fields:
The (*EMAIL-CONTENT*) merge field you will find under Miscellaneous and you can use that to insert the text you write into the template before it is sent.
Be aware: We recommend you use this merge fields, if you use templates for answering support cases!
In the example below you can see how we use the merge field (*EMAIL-CONTENT*).
You answer the support case by choosing the temple:
You can click on the eye next to the template you can decide whether you would like to see the actual template you are writing in, or if you prefer to just see the text .
Be aware: If (*EMAIL-CONTENT*) is not used in the template, you will not have the option of seeing/not seeing the template, it will just be shown as default.
After writing your answer, you click Send. It will just show the text in the correspondence field as well, but the customer will receive an answer per email where the template is showing.
You can choose to open the actual email by clicking on the little arrow:
The email the customer receives will then look like this in their inbox:
