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Forwarding Tickets to Email

Supsis AI provides management of activities in all channels it is integrated with throughout the communication process. The messages available in these channels do not consist only of direct messages. Comments are messages that are quite common, especially in social media channels, and can be seen by potential customers. For this reason, Supsis AI controls comments with the "Ticket" section. For healthy communication, it provides email redirection for tickets with certain tags. This is Supsis AI's way of giving the right information to the customer and managing the communication process.

Steps to Forward Tickets to Email

1. Access to Ticket Menu

You need to access the ticket menu first for the ticket email redirection operation.

  • Log in to the Supsis AI panel, click on the "Ticket" tab in the left menu.

2. Access to Ticket Email Redirection Menu

  • Click on the "Ticket Email Redirection" tab under the ticket menu.

3. Determining Ticket Topics to be Redirected

  • You need to set filter tags to determine which ticket topics will be redirected as email.
  • Write the ticket topic or topics you want to be redirected in the "Ticket Topic Filter Tag" field. If you want to receive notifications for all topics, write "*" in this field. You can separate topics by using commas to add multiple topics.

4. Determining the Email Address for Notification

  • By determining the addresses where email redirection will be made, you can ensure that incoming tickets reach specific email addresses.
  • Enter the email addresses you want to be redirected in the "Email List to be Redirected" field. The email address you write here should be the email of a user registered in the Supsis system. You can separate addresses by using commas to add multiple addresses. Click the "Save" button to save the settings.

5. Redirection Control

  • It is important to control the redirection settings you have made and verify whether they work correctly.
  • Check in the "Ticket Redirection Rules" section below that the email address and filter tags are saved correctly. You can use the editing options to make necessary changes or click the "Delete" button to delete the redirection.