2015-11-05 11:25:10 +00:00
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Issue is an incoming query from your Customer, usually via email or
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from the “Contact” section of your website. (To fully integrate the Support
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Ticket to email, see the Email Settings section).
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> Tip: A dedicated support email id is a good way to integrate incoming
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queries via email. For example, you can send support queries to ERPNext at
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support@erpnext.com and it will automatically create a Issue in the
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Frappe system.
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> Support > Issue > New Issue
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2015-11-06 10:13:32 +00:00
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<img class="screenshot" alt="Issue" src="{{url_prefix}}/assets/img/support/issue.png">
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2015-11-05 11:25:10 +00:00
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#### Discussion Thread
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When a new email is fetched from your mailbox, a new Issue record is
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created and an automatic reply is sent to the sender indicating the Support
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Ticket Number. The sender can send additional information to this email. All
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subsequent emails containing this Issue number in the subject will be
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added to this Issue thread. The sender can also add attachments to
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the email.
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Issue maintains all the emails which are sent back and forth against
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this issue in the system so that you can track what transpired between the
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sender and the person responding.
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#### Status
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When a new Issue is created, its status is “Open”, when it is
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replied, its status becomes “Waiting for Reply”. If the sender replies back
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its status again becomes “Open”.
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#### Closing
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You can either “Close” the Issue manually by clicking on “Close
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Ticket” in the toolbar or if its status is “Waiting For Reply” . If the sender
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does not reply in 7 days, then the Issue closes automatically.
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#### Allocation
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You can allocate the Issue by using the “Assign To” feature in the
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right sidebar. This will add a new To Do to the user and also send a message
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indicating that this Issue is allocated.
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{next}
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