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How to use communications
The COMS button inside the Ticket Details gives you the option to communicate with your target audience in different ways.
The COMS button contains the Info button, the email button, and the comment button.
How to use the Info button
The Info button (which can be activated by using the COMS button) allows you to set a Ticket Info, which will be visible under Ticket Info and in the Ticket header of Ticket Details to inform cross-platform about special on-goings of a particular ticket.
All these options help to inform a special target audience about important on-goings of a particular ticket.
Depending on which one you select the ticket info is addressed differently.
Every ticket info type can be configured as acknowledgeable (generally spoken).
Every ticket info type will be visible inside the Ticket History tab.
Please do not confuse “ticket info” with “Comments” and “Attachment Notes”.
- Click on the COMS workflow button.
- Select Info from the list.
- Select one of the below ticket info reasons which all serve a different purpose and have different target audiences.
| Ticket info reason | Where is the ticket info displayed? | Where can it be created? | Acknowledgement required? | Who is the usual recipient? |
|---|---|---|---|---|
| Delays when dealing with a ticket | Mobile App, Work Place | Mobile App, Work Place | YES | Engineers, Work Place users |
| Dispatcher - Engineer appointment info | Mobile App, Work Place | Work Place | YES | Engineers |
| Feedback from engineer | Mobile App, Work Place | Mobile App, Work Place | YES | Work Place users |
| Incoming info from connected system | Connected System, Work Place | Work Place | YES | Work Place users |
| Outgoing info to connected system | Connected System, Work Place | Mobile App, Work Place | YES | Connected System |
| Incoming info from customer | Mobile App, Customer Portal, Work Place | Customer Portal, Work Place | YES | Work Place users |
| Outgoing info for customer | Mobile App, Customer Portal, Work Place | Work Place | YES | End users |
| Ticket info | Mobile App, Work Place | Work Place | YES (type-based) | Everybody |
| Ticket info - to acknowledge | Mobile App, Work Place | Work Place | YES | Everybody |
How to use the Email button
The email interaction (which can be activated by using the COMS interaction button) allows you to send mail or bulk emails to customers. Email templates that were configured by using email templates in the Fieldcode Admin Panel can also be used in this tab for communicating with your customers.
- Click on the COMS button.
- Select Email from the list.
- (Optional) Select a template.
Email templates can be created inside Admin Panel -> Process -> Email templates. - If you have selected a template fields should be already pre-filled and only small manual changes might be still required.
- Enter a recipient email address in the To field.
You can also enter multiple recipients by using a semi-colon. - (Optional) Enter a Carbon Copy recipient.
You can also enter multiple recipients by using a semi-colon. - (Optional) Enter a Blind Carbon Copy recipient.
You can also enter multiple recipients by using a semi-colon. - Enter a email subject in the subject field.
- Enter the email content in the body field.
- (Optional) Click on the preview button to check how your final result will look.
- (Optional) Clear all fields by clicking the clear button. This may come in handy if you mess up some fields.
- Click on Send to send out the email from within the Fieldcode Work Place.
Where can email templates be created?
Email templates are created inside the Fieldcode Admin Panel -> Process -> Email templates.
Please check out the matching topic: How to set up email templates
How to use the Comment button
The comment button (which can be activated by using the COMS button inside the Ticket Details) allows you to create a piece of information, which is displayed inside the the History tab. Comments are mostly mainly useful for internal communication.
- Click on the COMS button.
- Select Comment from the list.
- Insert the comment into the Enter Message field.
- Click Save to send your comment.
How can the visibility of comments be configured?
Only roles with matching permissions can watch comments inside the History tab. This can be configured inside Admin Panel -> Permissions.