موضوع المناقشة

عندما تصل رسالة بريد إلكتروني جديدة إلى علبة البريد الوارد الخاصة بك، يتم إنشاء سجل تذكرة دعم جديد ويتم إرسال رد تلقائي إلى المرسل تشير إلى رقم تذكرة الدعم. يمكن للمرسل إرسال معلومات إضافية على بالرد على نفس الرسالة. سيتم إضافة جميع رسائل البريد الإلكتروني اللاحقة، والتي تحتوي على نفس رقم تذكرة الدعم في “الموضوع”، بشكل متسلسل من نفس الموضوع. يمكن للمرسل أيضا إضافة مرفقات إلى البريد الإلكتروني.

تحفظ تذكرة الدعم جميع رسائل البريد الإلكتروني المرسلة ذهابا وإيابا مقابل هذه المسألة في النظام بحيث يمكنك تتبع ما حدث بين المرسل والشخص المجيب.

الحالة

عندما يتم إنشاء تذكرة دعم جديدة، تكون حالتها “مفتوحة”، وعندما يتم الرد عليه، يصبح وضعها “في انتظار الرد”. إذا رد مرسلها مرة أخرى عليها تصبح مرة أخرى “مفتوحة”.

الإغلاق

يمكنك إما “إغلاق” تذكرة الدعم يدويا عن طريق النقر على “إغلاق التذكرة” في شريط الأدوات أو إذا كانت حالتها “في انتظار الرد”، ولم يقم المرسل بالرد عليها في غضون 7 أيام، سيتم غلق التذكرة تلقائيا.

التخصيص

يمكنك توجيه تذكرة الدعم باستخدام ميزة “الاسناد إلى” في الشريط الجانبي. مما سنتج عنه إضافة “مهمة جديدة” يتعين القيام بها ” To Do ” للمستخدم الذي تم توجيه التذكرة إليه، بالإضافة إلى رسالة إلكترونية تشير إلى توجيه التذكرة.

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