Tip of the Week: Ticket Categories

Ticket Categories allows Tickets in a TicketBox to be easily sorted by a common option. This allows for easy sorting and prioritizing when viewing a TicketBox. Ticket Categories can also be used in several reporting options.

Examples of using a Ticket Category:
Company A has a Support TicketBox within VisNetic MailFlow. Within this TicketBox, the Ticket Categories display which product the support ticket is related to. Allowing Agents who are responsible for monitoring the Support TicketBox to easily see which products are needing attention.

The same example can be used for a Sales TicketBox. The same categories can be used to easily display which product the sales team is getting inquiries for.

To create a Ticket Category perform the following steps:

1. Log into VisNetic MailFlow as an Administrator
2. Click on the Administration rollup menu in the lower left hand corner
3. Select Ticket Categories under the Tickets section
4. Enter in what you want the Ticket Category to be displayed as
5. Click Save when finished

To automatically assign a Ticket Category to a Ticket you must setup a Processing Rule.

To create a Processing Rule:

1. Log into VisNetic MailFlow as an Administrator
2. Click on the Administration rollup menu option in the lower left hand corner
3. Select Processing Rules under the Message Handling category
4. Click New from the Processing Rules window
5. Enter a Description for the Processing Rule
6. Specify the Ticket Category for this rule to assign to tickets
7. Next enter the text you wish to match on.
8. Click Save when finished

NOTE: When matching on a phrase, surround the phrase in quotes ie: "This is a test" When matching on an individual word, just enter the word with no quotes.

Now that the Processing rules are created. You can enable Custom Routing Rules to use the Processing rules automatically. This allows for the Ticket Category to be automatically assigned to a Ticket once its brought into MailFlow.

To enable Processing rules to be used for Custom Routing Rules follow these steps:

1. Log into VisNetic MailFlow as an Administrator
2. Click on the Administration rollup menu option in the lower left hand corner
3. Select Custom Routing Rules under the Message Handling category
4. Select the rule you wish to edit from the Custom Routing Rules window, and click Edit
5. Change the radio button from NO to YES for the selection Do Processing Rules
6. Click Save when finished

NOTE: This will need to be done for all Custom Routing Rules you wish to have use the Processing Rules.