Outgoing Tickets

The majority of tickets in the system will most likely come from clients emailing your company.  Occasionally you may find it necessary to open a ticket by emailing a client.  This can easily be done through Ubersmith's support manager.  In the orange action bar over the ticket list there is a link to 'Submit Outgoing Ticket.'  Clicking on this will bring up a popup window that is similar in layout to the ticket response page.  You can specify a recipient, carbon copy address, subject and message body quickly and easily.  As well as any file attachments that may be necessary.  This form also has support for templates as outlined in the Responding to Tickets section.  In addition to the basic email fields, the user can specify a department that the ticket should be filed in and a priority level that the ticket should be set at.  If they are not specified, the ticket will be assigned to default department and/or the normal priority level.  When the form has been filled out, clicking on 'send' will create the ticket in the support manager and email the recipient a copy of the email.

Once created, an outgoing ticket behaves more or less like any normal ticket.  Clients responses to the original email will be stored under the original ticket.  The only real difference is that when an admin user clicks on 'post followup' the email will be sent to the original client recipient of the outgoing ticket, not the original admin author.