Creating a Ticket on Behalf of the Customer

This article will guide you through the process required to create a ticket for any customer using the Add Ticket functionality of Fluent Support. (especially in situations where a customer requests your support staff to open a ticket on their behalf).

How to Create Tickets on Behalf of the Customer

Go to your Fluent Support Dashboard & click on Tickets.

Click on the + Add Ticket button in the top left corner of the Tickets tab and a pop-up page will appear for creating a ticket.

You can reach your customer here by entering the customer’s name or email address into the search box.

But, if the search fails, you can tick the checkbox Could not find a contact? Create a new one to add a new customer to your list.

After clicking the Create a new one , you will need to provide the necessary information about the customer and once you are done, click on the Next button to proceed.

From here you can also create a new WordPress user by selecting the Create New User in WordPress. To create a new WordPress user you have to give the WordPress username and password for that user.

Here, you need to fill up the required fields with the customer’s details and requirements about the ticket.

Once you are done, click on Create Ticket to add the ticket on behalf of the customer.

A brief explanation of the settings shown in the screenshot above is given below —

• Selected Contact Details: Here, you will find the name & email of the customer on whose behalf you opened this ticket.
• Select Business Inbox: Here, you can select Business Inbox from the dropdown to specify the mailbox where this ticket should open.
• Subject: You can add the subject to your ticket here.
• Ticket Details: Here, you can add appropriate ticket details using this Text editor. And, to know the details about the Templates setting located in the left corner under Ticket Details, click here.
• Add Attchments: Using this setting, you can attach files with your ticket which can be Photos, CSV, PDF/Docs, Zip, and JSON.
• Related Product/Service: Here, you can select your relevant Product Name, for example. Fluent Support, Fluent CRM, and so on.
• Priority: Also, you can choose the ticket’s priority level; there are three priority levels; Normal, Medium & Critical.
• Initiated by agent: Check this box to clearly indicate that the support ticket is being created by an agent on behalf of the customer.

Reaching Out With "Initiated by agent"

Tick Initiated by agent when you are the one starting the conversation, for example to follow up on an order or tell a customer about an issue. The ticket then reads like an email you sent, not like a request from the customer:

• What you write becomes your first reply. The text you enter in Ticket Details is sent as your reply, so the conversation opens with your message.
• In the ticket view, your team sees a one-line note, such as "Sarah Lee started this conversation", instead of a customer message at the top.
• In the customer portal, the customer sees your message as the first message in the conversation.
• The source shows as Agent outreach in the ticket list (hover the source icon) and on the dashboard. You can also find these tickets with the Source item in the Advanced Filter.

The Email Your Customer Receives

Fluent Support emails your message to the customer using the Agent Outreach Ticket (To Customer) email in your Business Inbox's Email Settings. By default:

• Subject: The ticket subject you entered ({{ticket.title}}), just like a normal email.
• Body: Your message ({{response.full_content}}) followed by your agent signature ({{agent.signature}}). For web-based inboxes, it also adds a Reply to this conversation link so the customer can answer in the portal.

The usual "ticket created" confirmation is not sent for these tickets, so the customer gets only your message.

INFO

If you already customized the Agent Outreach Ticket (To Customer) email for an inbox, your saved subject and body are kept. To learn more about inbox email templates, see Web-Based Settings in Business Inbox.