Sending an E-mail Message from a Ticket

You can send an e-mail message to a customer or another Sage SalesLogix user while adding a new ticket or from the Ticket Detail view. The e-mail can provide ticket information; to inform others including the customer that you opened the ticket, or to ask questions to help resolve the issue.

To send an e-mail message from a ticket

  1. On the Navigation Bar, click Tickets.
  1. On the Tickets List view, use the Lookup to find the ticket, and open the detail view for the ticket.
  2. On the Ticket Detail view, on the toolbar, click the E-mail Details button.
  3. In the Send Ticket E-mail dialog box, under To, click one or more of the recipient options.
  4. Under Type of E-mail, select one of the types of information to send. The options are:
    5. Option Action

    Ticket Information

    Message includes the Received Date, Description, Resolution (if available), any Internal Comments, and Ticket ID.

    None

    The ticket ID populates the subject line of the e-mail message. No other ticket information is included in the message.

Internal Comments are only available to other Sage SalesLogix users. If one of the e-mail recipients is a contact, then Internal Comments will not be included in the e-mail.
  1. Click OK.
  1. Send the message using your selected e-mail system.

Related Topics

Tickets Overview

 

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