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 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 and new feedback and files as well as internal remarks 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.


Overview

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:  inbox+11.12345a67b891c0de@partner.sitejet.io .

Any email sent to this address will automatically be sorted to each existing project, depending on the sender's email and whether it's the assigned email to any project. 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. service@your-company.com) to this Sitejet address and you're all set up!


Incoming Mails from Customer

A customer emailed to your service address and got allocated to this project via his 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:

  1. 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.
  2. You can also filter the messages by Categories (like Message from/to CustomerInternalPartner, etc.) or its Status or More Filters (whether it has been marked as done or not)
  3. 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.
  4. 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. 


Unassigned Emails

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.:   inbox+11.12345a67b891c0de@partner.sitejet.io).

After you set up a  service@your-business.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 service@your-business.com will be redirected to your inbox+11.12345a67b891c0de@partner.sitejet.io 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 Messagesyou can choose between  InternalMessage from customer, and Message to customer. Choose Internal to write a new message or note. Each member of the team can write notes about the website here. The email will show the entry with the name of the member who composed the mail, the date, and the status at the time of the 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 and the input is useful to implement or to keep in mind. That's when you can write it down manually in this tab to keep everything in order and mess-free.


Sending Emails to Customer

If you want to send emails with your own email address (instead of Sitejet's "no-reply@sitejet.io" email address) please add your own "support" or "info" email address. Our full guide on how to set up your company settings can be found here

This can be done by clicking the profile icon in the top right corner in your dashboard. When you click on settings, you are able to add your email address. Depending on where this email is hosted additional server information, as well as credentials, are necessary on the left. If your domain and email address is hosted with Sitejet you can find more information  here.

Once that is set up there is no need to sift through your contact book to get the correct email: you will always have the correct address of a respective customer right in your  Recipient field. You can also switch it when necessary or add a CC right below. As with every email provider, you can add a subject line, your message with basic formatting and attach files to the email.

You will contact your customer for several reasons, like requesting more information or materials in order to complete the website or presenting the final draft for him to review. Since you will repeat a lot of these emails to a lot of customers we have the perfect tool for you: email templates. You can choose from your email templates above the recipient input field. Click "Manage templates" to create your first email template!


Email Templates

Here you can create your email templates that you can use over and over again to get rid of repetitive email composition. Using variables you can automatically insert crucial information and spare you countless copy and pasting.

You can choose an existing template to edit it or use it 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. 

Use these variables to automatically input information into your message depending on which project you use, e.g. the website name, invitation links, the customer's or contact person's name, customer email, website domain, the sender (depending on which team member sends the mail - see more info on role and user management) and a signature that can be defined under company settings.


Automatic Notifications

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 filling out the wishlist. You will also get notified when new files have been uploaded.

  1. Click on your profile picture in the top right corner
  2. Click on "Profile" 
  3. On the right side you see a list of possible notifications 
  4. Activate the ones that are relevant for you

Become a part of our Community!

Exchange ideas with other web designers about current developments, tips and tricks and show your favorite sites. Get advice and talk to us about possible features you would like to see on Sitejet. Here you can go directly to our community. If you need help with your Slack account, please e-mail us to help@sitejet.io .

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