Getting Started with the Support Tools

Note: Support tools below are only available to existing customers on certain plans. We are not able to change your plan to add these features, but if you have questions please reach out to our support team at support@uservoice.com.

In this article, we'll walk through the main features you can use when you're setting up the support ticketing system. This will include how to organize tickets, set up workflows for your team, and configure some initial settings.

Set up your support email address for tickets
Get notifications for new tickets

Set up your support email address for tickets


By default, your ticketing email address will be tickets@yoursubdomain.uservoice.com. To use a custom ticketing email address like support@yourcompany.com, you can set your own email address to forward into UserVoice. Check out this article to learn how to set this up. 

How to use Ticket Rules


You can set up ticket rules to perform actions on tickets automatically. Ticket Rules can be used to send auto-replies, tag tickets with custom fields, assign to queues, and various other actions. Learn more about how to set up Ticket Rules in this article

Use Ticket Fields to organize and track tickets

Ticket fields can be used to tag tickets with additional information like "ticket type", "customer type", or anything that's relevant to your workflow. This information can be used to search for tickets and to track ticket volume over time. You can also make the fields available for your users to use when submitting their tickets via the contact widget. 

Set Up and Manage Ticket Fields

  • Click the icon in the bottom left corner to access "Settings"
  • Choose "General Settings"
  • Click "Ticket fields, queues, and rules" 
  • Click "Ticket Fields"
Here, you can create new ticket fields and edit existing ones. 

A few things to note: 

  • Editing an existing ticket field will affect past tickets that have been tagged with this field.
  • Disabling a field will turn it off (instead of deleting it). This is recommended if you want to turn off a field but may need to access the data at a later time.
  • Deleting a ticket field will not only remove the ticket field from the contact form, but also from all past tickets. This cannot be undone. You can alternately choose to just "disable" the field.

Ticket Field Options

  • Label: This shows what the ticket field represents and will also be used as placeholder text if the field is visible to customers.
  • Description: This is for your reference, and isn't visible to end users. 

Types of ticket fields:

  • Read Only: This is used for passing custom data through the widget. The customer doesn't see it. 
  • Text Input: This means the user can type in their answer. So it might be something like, "What's your favorite part of our site?" or "how soon do you need a response?" 
  • Select Drop Down: This option means you create a list of predefined values for the user to choose from.

Display Options:

  • Display Field on Contact Forms (Widgets): Choose this option if you want end users to see and fill out the ticket field.
  • Required Field: This means a user has to fill out the ticket field before they can submit the ticket. This feature is only available for end users submitting tickets. You can't require Admins to fill out a ticket field at this time.

Pass custom data through the widget and into the Support Tools

In order to pass custom data through your widget and into the ticketing system, follow these steps:

Create a read-only ticket field in your UserVoice settings
  1. Click the icon in the bottom left corner.
  2. Choose "General"
  3. Choose "Ticket Fields, queues, and rules" 
  4. Choose "Ticket Fields"
  5. Click to add a new custom field, select the "Read-Only option", and name your field.
Add the following command before the widget code

For this example, let’s say you add a Text Input ticket field named ‘Favorite Color’, which accepts open-ended values, and is also publicly displayed to the user on the widget.
    UserVoice.push(['set', 'ticket_custom_fields', {'Favorite Color': 'Blue'}]);

    Make sure to set this before calling your widget (with UserVoice.push(['addTrigger'...]), UserVoice.push(['showTab'...]), etc.).

    You can use this to pass custom data that's read-only (not visible to the user), or pre-fill a customer facing field for an end user. It also works the same way with the embedded widget. When your customer clicks on the widget, their information will be passed through the widget and into the UserVoice Support Tools system.

    Note: If you are using the Classic Widget, you won't be able to pre-set public facing ticket fields.

    Set up Queues (or mailboxes) for tickets


    You can create multiple support queues so that you can assign tickets to a queue (instead of just agents). 

    How to Create Support Queues

    • Click the icon in the bottom left corner
    • Choose "General"
    • Click "Ticket fields, queues, and rules"
    • Click "Support Queues"
    • Click "Add a new queue"

    "Unassigned" is the default queue already set up on your account (this cannot be deleted or renamed). 

    Queue Options

    • Queue Name: This will be displayed in the Ticket Menu.
    • Notify: You can choose which Admins are notified when a ticket is assigned to that queue. So you could notify your Admins handling sales when new tickets are assigned to the "Sales" queue. The same with your customer team and the "Support" queue.
    • Delete: Deletes the queue and transfers the tickets to the unassigned queue (they won't be deleted). 

    How to Use Rules with Support Queues

    You can use Ticket Rules to assign certain tickets to your queues automatically. Check out this article to learn how to set up Ticket Rules.

    Add or edit a Canned Response

    Since Canned Responses are simply Knowledge Base articles (whether published or unpublished), any time you add an article you are making it available as a canned response. 

    Published articles are displayed on your UserVoice Site, whereas unpublished articles aren’t displayed – but all of them can be used for canned responses.

    Add a Knowledge Base article:

    1. Sign in to your Admin Console
    2. Click the "Articles" icon in the left-hand menu 
    3. Click "Unpublished"
    4. Click the '+' icon next to the search box at the top of the list of existing articles

    Turn a Ticket Reply into a Canned Response

    1. After you respond to the user, you'll see a link at the bottom of your sent reply to "Create canned response"
    2. Click this link to create a new canned response using this content
    3. Edit the article 

    Remember to edit the article so that it is suitable for anyone reading it (you might want to strip out any parts of the original response that were specific to that particular customer)

    Edit Existing Canned Responses

    • Click the Article icon in the left-hand menu
    • Click "unpublished"
    • Search for the article you want to edit
    • Click the "edit" button in the top right corner of the article

    Close tickets (or keep them open) by default


    When you answer a ticket, you will see two options for sending your reply. We will walk through what each of these options means. 

    Send and Close Ticket:
    Sends your response to the user and closes the ticket. Closing the ticket simply removes it from your open ticket list. It will re-open as soon as the user writes back. Closing a ticket doesn't mean you're resolving the issue or closing it permanently. It simply means you've replied and are waiting for the user to write back. 

    Send: This sends your reply to the user but leaves the ticket open in your queue. This is helpful if you still need to do some research on the ticket or you want to follow up before the user writes back.

    Turn off Auto-Close


    If you answer tickets via email, it will always automatically close the ticket when you reply. So how do you turn off the auto-close option when you answer via email?
    • Click the icon in the bottom left corner
    • Choose "General" from the menu
    • Click "Ticket fields, queues, and rules"
    • Scroll down and you'll see the Auto-Close option
    • Click "Disable."
    Now, when agents respond via email, the ticket will remain open.

    Create your signature for tickets

    Each admin has the option to add their own customized signature to tickets. If you know a little bit of HTML formatting, you can even embed links, images, and bold and italic text.

    Please note: Malformed HTML and any type of Javascript will be sanitized (removed). 

    Edit your signature:
    • Click the icon in the lower left-hand corner
    • Choose "General" from the drop-down menu
    • Click "My profile"
    • You'll see the option to add your own customized signature. 
    We'll walk you through a couple tips to help you get started!

    Adding a link:

    <a href="www.uservoice.com">UserVoice</a>

    Adding an image:

    <img src="http://screencast.com/t/vNdiV2Eqd71">

    Bold and Italic Text:

    <b> Claire Talbott </b>
    <i> Customer Support </i>

    Get notifications for new tickets

    As an admin, you can receive email notification for tickets. You can respond to the tickets directly from these notifications. 

    1. Sign into the back of your UserVoice account (i.e. xyz.uservoice.com/admin)
    2. Click your avatar in the left-hand menu
    3. Click "Notifications"
    4. You’ll arrive on the “Notifications Page” and be given a list of options to choose from
    5. Choose the options that meet your needs, and then click "save settings" 

    Types of ticket notifications:
    • My Tickets: You’ll receive an email notification when tickets are assigned to you, as well as when a customer writes back. 
    • All New tickets: You’ll receive an email notification for each new support ticket. 
    • Support Queues: You'll receive a notification when a ticket is assigned to the support queues you select. 

    Feedback and Knowledge Base