Tickets

Ticket Settings

What this is about

This page manages the settings of Vektori's ticket system (customer service requests). You can set the default settings for emails sent by the system and create and manage various ticket queues for different contact channels, such as email, phone calls, or website contact forms. This way, you keep incoming customer service tasks organised.

Getting started

1. Go to Settings in the main menu on the left-hand side.
2. Select Tickets from the settings menu.
3. You will see the settings menu divided into three sections: General, Ticket Queues, and Email Account Credentials. Select the desired section by clicking its heading.

What you can do on this page

1. General

Here you define the default settings for system emails.

• Email: Set the default Sender's email address (e.g. [e-mail]) and Sender's name (e.g. Customer Service), which are visible to the customer in messages sent from the ticket system.
• Remember to click Update to save changes.

2. Ticket Queues

 Here you manage queues of tickets coming through different channels and their individual settings.

• Creating a new ticket queue: Click + New Ticket Queue at the top right.
  • Select the Channel (e.g. Email or Phone) and fill in the required fields: Name and Code.
  • You can add an automatic Signature to the queue.
  • You can override the general email settings by setting a specific sender address and name for this particular queue.
  • You can select ready-made message templates for Web message to fixed email and Automatic email reply from dropdown menus (or proceed to create new ones via the "Manage message templates" link).
  • Finally, press Save.
• Edit and delete: Click the pencil icon on the left side of the ticket queue listing row and select "Edit" or "Delete".
• View management: You can search for specific queues using the Filters panel on the right (e.g. by ID, name, or channel). The visibility of columns in the list (e.g. created, updated) can be adjusted from the settings icon at the top left of the table.

3. Email Account Credentials

(In this section you define settings for email retrieval of tickets)

• Here you can enter your email account credentials so that Vektori can automatically fetch incoming emails (e.g. [e-mail]) and convert them directly into tickets for processing in your chosen queue.

Tips and notes

• Customise per queue: Utilise the ticket queues’ own signature and sender information fields. For example, replies from the "Billing" queue can be sent with a different name and signature than replies from the general "Customer Service" queue.
• Automatic replies save time: Enable automatic email replies (e.g. "We have received your message and will process it shortly"). This improves the customer experience by letting the customer know their message has been received.
• Keep the list view tidy: If many ticket queues accumulate, use filters and hide columns to keep the view clear and find what you need quickly.