Using 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 how to use our support ticketing system. If you're just getting started, see this article to learn how to set up the support tools. For details on your support tools reporting options, see this article

Answering tickets

Answering tickets

Change the Contact on a Ticket

Maybe your teammate forwarded an email into UserVoice for you to answer, or you simply need to change the contact email on the ticket. You can do this in two places when answering a ticket.

When viewing a ticket, you'll see "Contact" at the top. Click "Change" to enter a new email address. Below the message area, you'll also see the "To" field. You can change the contact there as well. 

The option to "Include Ticket Thread" will not include previous messages if the contact is changed. If you change the contact on a ticket, the previous messages will not be included even if that option is checked. The thinking behind this was that this feature would be most used when emails were forwarded into a UserVoice account. In those situations, you would probably not want users to see the message included with the forward. This feature's use has evolved beyond that, though, and if you would like to see us change how this works, please, add your thoughts on the idea here!

Add Contacts (Cc or Bcc) to a Ticket


You're answering a ticket, and need to copy someone else on the message. We'll walk you through how to add a Cc and/or Bcc to the ticket. 

Adding a Cc/Bcc to a ticket
  • When you click on a ticket to respond, you'll see Cc/Bcc before the "From" field at the bottom of the ticket message area. 
  • Click it to expand both fields and enter your Cc and/or Bcc contact
  • You'll also see the option to "Include ticket thread." Leave this box checked if you want the users copied to see previous emails in the ticket thread.

Answering tickets via email

Sometimes (or all of the time) you want to be able to answer tickets directly from your email inbox. And you can!

Turn on Ticket Notifications

You can reply directly to ticket notifications. To update your notification settings, click your avatar in the admin menu -> Click "Notifications" in the menu. You'll see your current notification settings. 

  • My Tickets: will send you notifications for all tickets assigned to you or that you're subscribed to. 
  • All Tickets: will send you notifications for all new tickets created. You'll also see the option to subscribe to specific queues. 

Select which ticket notifications you want to subscribe to and save your settings.

Quick Note: You can only respond to a ticket notification from an admin email address. If you respond from a non-admin email address the system will see it as an end user reply and it won't send it to the customer. This can also happen if your admin email address is an alias or a distribution list.

How to respond to a Ticket notification

When you get a ticket notification, hit "Reply" on the email. Type your answer and then send. 

When you respond to a notification, your response will first be sent to your UserVoice account. Your message will be recorded as part of the ticket thread, sent to the customer, and the ticket will be closed.

Don't want the ticket to be closed by default? Learn how to change that setting here.

Users aren't seeing my replies

If users are not receiving your replies, please check the following:

  • Are you responding from the email inbox for your admin email address? This is the email address you use to log into UserVoice. If your admin email is bob@example.com and you are responding from say susan@example.com, the reply will not go to the user since susan@ is not an admin.
  • Are you using a custom email address, and is forwarding set up correctly? If you are using an email address like support@yourcompany.com for users to send tickets to, make sure it is set up to forward to your UserVoice account. This article walks through how.

    Go "off duty" as an agent


    When you are going home for the day or leaving for vacation, you may want the agents who are on duty to respond if a customer replies to one of your tickets. 

    Going Off Duty
    • Click on your avatar in the left-hand menu
    • Choose "Go off duty" from the drop-down menu
    And you're done! If a customer replies to any of your tickets, the ticket will be opened in the last queue it was assigned to so that someone else can respond.

    Going back On Duty

    Now you're back, so how do you go "on duty"? When you log in, you'll see a red banner at the top of the page. Click the "I'm back!" button.

    Common Questions:


    Q. Can I send a ticket response if I'm off duty? 
    A. Yes, you can still answer a ticket, but if the user writes back it will go to 'Unassigned'.

    Q. Can I specify which queue the ticket will go to if the user writes back? 
    A. No, not at this time.

    Q. What will happen to my current tickets when I go off duty? 
    A. They will stay in your queue unless the customer writes back. If a customer sends in a new reply, it will be moved to the last queue it belonged to.

    Q. What if a rule assigns new tickets to me? 
    A. The system will see you're off duty and put those tickets in the last queue it belonged to.

    Q. How will I know if another agent is off duty? 
    A. When you assign a ticket, you will see (off duty) next to the agent's name. You will still be able to assign the ticket to them if you want.

    Save your ticket searches


    The Ticket Search feature offers a way to find specific tickets. You can save your ticket searches to quickly see all the tickets submitted by one user, tickets answered by another admin, or even how many tickets were created in the last week.

    Saved ticket searches are unique to each admin. So you have your saved searches (that only you can see), and other admins have their own.

    Save a Ticket Search
    1. Start by entering the search parameters. Check out this article on how to search for tickets. 
    2. Once you input your parameters, click "Enter."
    3. When your search results are displayed, click the gear icon next to the search bar. 
    4. Choose "Save search as..."
    5. Enter what you want the search to be called.
    The ticket search will now be displayed under "My Searches." A count of open tickets in that category will also be displayed and updated as new tickets come in. Saved searches are displayed in alphabetical order and cannot be reordered. 

    You can delete or rename a search by hovering over it with your mouse until the gear icon appears. You can choose "Rename" or "Delete". Deleting will not affect the tickets. Just the search.

    Create a ticket for a customer 


    You can create a ticket manually on behalf of a customer. This ensures that they show up as the creator, and the ticket can be handled in UserVoice.

    Create a Ticket Manually
    1. Log into the Admin Console.
    2. Click the Tickets icon in the left-hand menu
    3. Click "My Tickets" (although, you can be in any queue within the ticket menu to do this).
    4. Click the "+" symbol next to the search bar
    5. You'll need to fill out two fields to create the ticket.
      Contact: You must enter the user's email address before the ticket can be created.
      Note: You do have to add a note to the Ticket for reference.
    6. Click "Create ticket" and you're done!

    Common Questions


    Q: Why does "Re" show in the subject line when I first respond to a  manual ticket?
    A: This is expected behavior since manual tickets are often follow-ups on existing conversations. There is not a way to change this at this time. If you would like to see us add more options, please support the idea here.

    Q: Why won't it let me create the manual ticket?
    A: Make sure you've entered text in the note field. That is required to create a manual ticket. If you would like to us not require the note field, create an idea on our forum here.

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