Skip to main content
In addition to incoming requests, tickets can also be actively created, for example as an initiative communication to customers or market partners or as an internal process. Thus, proactive communications or internal coordination can be directly documented in the ticket system.

In the ticket overview or from a ticket itself, a new ticket can be created via ”+“:

​
Outgoing message

Often it is useful and necessary to actively write to customers, e.g. to clarify in 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.
  • Ticket status is by default “closed”
  • Pre-set due date is “tomorrow”
  • Dispatch can occur via the channels “Email” or “Letter”, the channel requires an email address or postal address in the “To” field
If a customer is linked with the outgoing message via the search field, the “To” field automatically fills with the data stored in the contract.

​
Internal process

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