Customer support request overview

This task explains how to create a simple workflow process for customer support requests.

  1. Create email templates.
    This step lets you create email templates that will be used to notify the customer of changes or actions during the ticket lifecycle.
  2. Create custom field.
    This step creates a custom field to be used as the ticket reply to email address.
  3. Create helpdesk group.
    This step creates a customer support group and member Smile operators.
  4. Create ticket type department.
    This step creates a ticket type business department to which tickets relate.
  5. Create ticket type.
    This step creates the ticket type to which ticket statuses and actions are applied.
  6. Create ticket status.
    This step creates a number of ticket statuses that a ticket can be set to.
  7. Add ticket field.
    This step creates a ticket field to use the reply to address created as a custom field.
  8. Create ticket actions.
    This step creates a number of actions buttons that will be visible on a customer support request ticket.
  9. Create template ticket.
    This step creates the template ticket to which the ticket type is applied to.