In addition to incoming requests, tickets can also be actively created, for example as an initiative correspondence to customers or market partners or as an internal process. This way, proactive notifications or internal coordinations can be documented directly in the ticket system.

A new ticket can be created from the ticket overview or from within a ticket using the ”+” button:

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Outgoing Message

Often it is sensible and necessary to actively write to customers, for instance to clarify the registration process, to send a new tariff offer, or to confirm something after a phone call. Such tickets appear in the ticket system as outgoing messages.
  • The ticket status is by default “closed”
  • The preset due date is “tomorrow”
  • Dispatch can happen through the channels “Email” or “Letter”, the channel requires an email address or postal address in the “To” field
If a customer is linked to the outgoing message via the search field, the “To” field is automatically populated with the data stored in the contract.

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Internal Process

For example, if a customer shares their concern in person, it can be documented as an internal process for the ticket system and thus remain traceable for everyone. The source of the internal process in this example is “Customer Center”.
  • The ticket status is by default “open”
  • The preset due date is “tomorrow”
Based on the stored topics and due dates, the autopilot can also assign internal processes to the appropriate team or user.