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