Messages and Ticket System
In this article, you will learn everything about Sitejet's ticket system as well as internal notifications.
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 project, 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 project, which you can also filter to find any message you might have missed.
In your Website overview on Sitejet, you can see all your projects and their respective status. You can access your Messages by clicking the respective link. The little red number indicates the number of unread messages.
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 and whether it's the assigned email to any project. When the sender's address is unknown the email will appear in the Mail tab on the top of the page. You can redirect any mail through your business email address (e.g. email@example.com) to this Sitejet address and you're all set up!
Incoming Mails from Customer
A customer sent an email 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.
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 compose new messages (see Internal Mails across the team)
- This blue icon indicates that the message has not been marked as Done yet. It will turn grey once you marked it accordingly (see #7)
- In this area, you can read the actual message. You can see the date it arrived and the status the project 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 only at first.
- This will Collapse/Expand the email.
- When marked as done the blue icon turns grey and the message will not be indicated as open in the Websites overview anymore (little red number)
Messages from the customer will have a light background.
Emails that are not currently assigned to any of your projects (e.g. potential new customers with general inquiries) will appear in your Mail 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 Click here to add a new message or compose an email you will see these tabs and a textarea. By default, this is set to Internal. Each member of the team can write notes about the project 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 "firstname.lastname@example.org" email address please add your own "support" or "info" email address.
This can be done by
- Clicking the profile icon in the top right corner in your dashboard
- Secondly, click "Company Settings".
- Now, scroll to the section "Email delivery (SMTP)" and enter your email address in the "Company Email" field.
- 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!
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 which team member sends the mail) and a signature that can be defined under Company Settings.
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.