- In the Internal Ticket field, select Yes if the ticket is for internal users only, select No if the ticket includes the client.
- In the Ticket Source field, select Client if the ticket originates from the client, or select Admin if the ticket originates from your users.
- In the Staff Owner field, select the user assigned to the ticket.
- In the Department field, select the support department the ticket belongs to.
- In the CC field, enter the email address of any person you want to receive a copy.
- In the Send Copy to Client field, select Yes to automatically copy the client or No.
- In the Subject field, enter the subject of the email.
- In the Body field, enter the contents of the body of the email.
In the Add Ticket Timer field, select Yes to include a ticket timer in the support ticket.
In the Ticket Timer Delay field, enter the numeric value in hours for the ticket to wait to take the configured actions below.
In the Update Type field, select Staff Followup to automatically reply to the support ticket, select Staff Comment (Private) to automatically add a private, internal-only comment, select Staff Comment (Client Viewable) to automatically add a public, client-viewable comment.
In the Update From field, select the email the ticket timer will use to send the update from.
In the Update Subject field, enter the subject of the email the ticket timer will use.
In the Update Body field, enter the subject of the email the ticket timer will use.
- Click Save or Save & New.
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