What are correspondences?
Sometimes it is necessary to communicate with the customer for clarification on an issue.
In most cases, a phone call will suffice. However, sometimes it is necessary to contact the customer via email.
All tickets that are waiting for customers to respond are put into the Correspondence Queue with the Status unchanged from Respond Pending.
How to Send a Correspondence in iSupport
Click Envelope Icon to send email correspondence to the customer.
Before you save a ticket (There is no Correspondence) | After you save ticket |
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Next
Complete the email correspondence.
Note the From address is set as isupport-service@sjsu.edu and Subject is set as [SJSU iSupport] Ticket Update.
Compose a message for your template
Correspondence should have a professional appearance, i.e. a greeting and closing.
Make sure that you use the canned correspondences most of the time to make sure that all the necessary information is covered in a professional manner
Creating Correspondence Templates within iSupport
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2. click Personal Correspondence |  |
3. Click Create |  |
4. Go to Basics |  |
5. Set the title according to it’s use. Change the Set To Address to Associated Customer to ON |  |
6. Set the From address to isupport-service@sjsu.edu and set the Subject to [SJSU iSupport] Ticket Update |  |
7. Check all of the following boxes |  |