Introduction
The Email, is one of the three options that a customer could use in order be in touch with a support agent.
Email Creation
Any customer is able to submit a request via email to interworks.cloud. Sending an email to support@interworks.cloud has as a result the creation of a ticket. This ticket, created from the customer's email, will have as title the content of the Subject.
For example :
From: john.doe@narshadaa.emp Subject: Forgot my server's credentials |
The above email will create a ticket with title "Forgot my server's credentials" and the activity notifications will be shared to both john.doe@narshadaa.emp and info@narshadaa.emp .
Notifications
Automated Response - Request Confirmation
In about 5 minutes after the email arrival at interworks.cloud the first notification will be received .
- This is the ticket number created for the request
- Hitting this hot link will lead the customer Support Portal (support.interworks.cloud)
- Turn off the future notification about this issue
- The contacts which have informed about this request (the customer's organisation, the customer and any other cc )
Status Change Notification
Each activity of the ticket will have as a result the change of its status . This change of status will trigger an automated notification email, filled with the activity details that cause this change of status.
Interaction with the Ticket
The customer has two options in order to interact with the created ticket.
- View and interact his request via Support Portal, either by hitting the "View Desk-XXXX in support.interworks.cloud" or by visiting the support.interworks.cloud
- Reply to the notification emails, without change the Subject of the email
Conclusion
Although the ticket submission via email is quite simple,customers should keep in mind that using interworks.cloud Support Portal (support.interworks.cloud) provide extra details, flexibility and actions during the submission, tracking or management of any request.
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