Messages and Ticket System
In this article, you will learn everything about Sitejet's ticket system as well as internal notifications.
Table of contents
All Emails in one place
Staying connected with your team and customer can be bothersome when there are several emails that ought to be sent back and forth. Sitejet offers you a perfect all-in-one tool to stay up to date about your internal and external communication. Our message system automatically sorts any incoming mail to the respective website, detects changes in status, new feedback and files as well as internal comments about the website. This way you have a protocol of anything happening to the website, which you can also filter to find any message you might have missed.
In your Manager view in Sitejet under Tickets, you can see all open messages that have been automatically assigned to the respective website. To view and handle the message simply click on a message to open the website's Detail View. The number on the right next to "Tickets" shows how many emails are still waiting to be handled.
Each Sitejet account gets its own unique mail address, which looks similar to this: firstname.lastname@example.org .
Any email sent to this address will automatically be sorted to each existing project, depending on the sender's email address and whether that email address was used under Customer Data for the website. When the sender's address is unknown the email will appear in the Unassigned tab below tickets. You can redirect any mail through your business email address (e.g. email@example.com) to this Sitejet address by setting up a forwarding. You find detailed instructions about receiving mails in Sitejet here.
Incoming Mails from Customer
A customer emailed to your service address and got allocated to this project via his or her email address after you connected your service email address to Sitejet's internal mail address.
The customer's message is now visible under "Messages" in the Detail View of the website.
This is how it looks like. While we're at it let's go through each part of the Message area step by step:
- Here you can search for keywords that appear anywhere in a particular mail and get these results. Limit the results further by setting a minimum and maximum date.
- You can also filter the messages by Categories (like Message from/to Customer, Internal, Partner, etc.) or its Status or More Filters (whether it has been marked as done or not)
- Here you can see the protocol of the website with a record of all emails from the customer and to the customer, internal comments from team members as well as notifications from the system like the information that a customer has uploaded new files. If a message has not been handled yet it will be highlighted in blue. Once a message is processed you can check the box and mark the message as finished. The blue highlight will disappear and the checkbox will turn to green. You can also mark a message as unfinished in the same way.
- In this area, you can read the actual message. You can see status the website was in at the time the mail arrived. Below you can see the actual text. This is the extended mail; usually, you see the title and only a small part of the content at first.
Emails that are not currently assigned to any of your websites (e.g. potential new customers with general inquiries) will appear in the Unassigned tab.
Beneath the list of emails it will show your generated email address on Sitejet (e.g.: firstname.lastname@example.org).
After you set up a email@example.com or similar email address (or use your existing email address) you can redirect it to this generic Sitejet address. That way any email a customer sends to firstname.lastname@example.org will be redirected to your email@example.com and either be assigned to each respective project automatically or appear here.
From here you can assign an email to any project or remove it, should it appear to be spam. If the person is unknown to you and you'd like to answer you can do so from your original email provider.
Internal Emails across the team
When clicking on "+ New" in Messages you can choose between Internal, Message from customer, and Message to customer. Choose Internal to write a new message or note that will only be visible to your team and yourself. When adding a note the entry shows the name of the member who wrote the note, the date, and the website's status at the time of entry.
Don't get confused about the "Message from Customer" tab. Simply put it's a hybrid between Internal and Incoming Mails from Customer. Imagine the customer sends you an SMS, calls you on your phone, or tells you personally about his project. If you want to save his or her input you can write it down here.
Sending Emails to Customer
If you want to send emails with your own email address (instead of Sitejet's "firstname.lastname@example.org" email address) please add your own email address. Our full guide on how to set up your company settings can be found here.
Click on "Message to customer" to send an email to your customer via Sitejet. The Recipient is automatically added, but you can also choose another email address or add a CC address. As with every email provider, you can add a subject line, your message with basic formatting, and attach files to the email.
If you have certain emails that you will use frequently across all your customers, you can set up templates to save valuable time. Click on "Manage templates" when the "Message to customer" tab is opened and add as many templates as you like. You can choose an existing template to edit or use as a base for a new template. Give your new template a name, precompose a subject (e.g. Requesting further information for your website) and the message. Make use of variables to automatically generate helpful information like the customer's name, the website domain, or the invitation to the customer portal into the mail.
You will also receive notifications about several events that do not require emails from or to the customer or team members. These can be change requests (customer created a to-do on the website), changes in status, or when content is added to the Whishes section in the customer portal. You will also get notified when new files have been uploaded.
Click on your profile picture in the top right corner
Click on "Profile"
On the right side, you see a list of possible notifications
Activate the ones that are relevant for you
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