Ticket Basics

A ticket tracks a thread of conversation with a customer. In addition to replies by your team and the customer, a ticket can also contain labels (for organization), private notes (for collaboration), an assignee (for delegation) and a state (to make sure nothing slips through the cracks).

How emails convert to tickets

Enchant integrates with email accounts through email forwarding. Once your team email addresses (eg: support@your-domain.com) are setup to forward to Enchant, a ticket is automatically created for any new email threads of conversation. Then, your team can manage and collaborate on the ticket from within Enchant.

Smart Folders

Folders represent a collection of tickets that meet certain conditions. They can be customized to fit your workflow and update in real time as your team works through the tickets.

Ticket Actions Bar

The action bar is available at the top of both the folder listing and within a ticket. This is what you would use to make changes to basic ticket attributes.

The More button provides quick access to additional but less commonly used actions.

Ticket Attributes

At the top of each ticket, the information panel shows the important attributes associated with the ticket such as subject, status, who the ticket is assigned to and labels. Additionally, it also shows the inbox a ticket belongs to, the ticket number, and the type of the ticket.

Understanding States

A ticket can have one of following states:

  • Open: requires immediate attention. New tickets start at this state.

  • Hold: requires attention, but not immediately. This is typically combined with a note/label indicating why it's on hold.

  • Snoozed: requires follow up at a later time. The snoozed tickets stay out of your active folders and are automatically reopened after the snooze time elapses.

  • Closed: does not require attention.

Whenever a customer replies to a held, snoozed or closed ticket, it will automatically reopen.

Assigning Tickets

At any given time, a single team member is responsible for a ticket. Ticket ownership can be transferred to another team member using the assign dropdown.

Categorizing with labels

Tickets are categorized with labels (or tags). They can be used in folder configurations & automated triggers to help implement custom business workflows. Enchant also provides label based reporting.

You can have a lot of fun with these: they can be color coded or enhanced with meaningful picture icons.

Additional Ticket Info

Other details shown in the ticket attributes:

  • Inbox: the inbox the ticket belongs to.

  • Ticket Number: every ticket has a unique ticket number which is not shown to the customers by default. For example, #5442 in the screenshot below.

  • Type: can be one of Email, Twitter, Chat, SMS, Facebook Messenger, WhatsApp, Phone or Contact Form.

  • Subject: The subject of the ticket can be changed by clicking on it.

Replies & private notes

Replies are sent to the customers as emails from your team email address (eg: support@your-domain.com). Use canned responses to quickly answer common questions. A custom signature can also be automatically inserted.

Private notes are used for internal communication between your team members about a ticket. They are never seen by the customers. In the screenshot below, the note has a yellow background.

Built-in Satisfaction Ratings on email replies

You can also embed satisfaction ratings in your outbound email responses. When a customer submits a rating, they show up right under the outbound replies with an optional rating comment.

Customer profiles

Each ticket is linked to a customer profile. From the profile, you can maintain contact details and view recent communications with the customer on the fly.

Enchant can also display additional customer data retrieved from your backend in real time, such as order details, account status, profile links directly into your CRM, etc.

Inbox Zero

Enchant is configured out of the box to follow an Inbox Zero approach. With Inbox Zero, each member of your team has a simple goal: empty the support queues by re-assigning or resolving all customer requests.