The Messages widget, located within the Ticket Details and Work Order views, serves as your primary communication hub for interacting directly with customers regarding specific jobs. This tool allows you to send manual emails, use pre-configured templates, and maintain a full audit trail of all correspondence linked to a specific ticket.
How to Send an Email
To initiate communication from within a Ticket or an Order:
Open the Ticket: Navigate to Requests > Tickets Overview or Work Orders > Work Orders Overview and select the desired Ticket/Order ID.
Locate the Communication Panel in the middle of the screen -> click on the Messages tab.
Compose Your Message:
Recipients: The "To" field is automatically populated with the ticket's Main Contact. You can manually add or remove email addresses in the "To," "CC," or "Bcc" lines.
Using Templates: Select a pre-configured Email Template from the dropdown menu to quickly populate the subject line and body. You can choose from all active email templates. ('Regular Email' means there is no specific template selected)
Manual Entry: You can also type a free-text message directly into the editor.
Select Parts (optional): You can choose specific parts to refer to in the message by selecting from the full list of parts present in the Ticket/Order.
Attach Files: Any files associated with the ticket (such as 3D model screenshots or PDF drawings) can be attached by selecting the attachment icon.
Send: Click the Send button to deliver the email.
Key Features of the Messages Widget
Integrated Audit Trail: All sent and received emails are logged chronologically within the Messages tab, ensuring any team member assigned to the ticket can view the full communication history.
Variable Support: If you use a template, the system automatically pulls data such as the Customer Name, Order ID, or Part Details using dynamic variables (e.g.,
{{customer_name}},{{order_id}}, etc.)Status Indicators: The widget provides visibility into whether an email was successfully delivered or if it encountered an error.
Best Practices for Ticket Communication
CC Additional Stakeholders: If you have saved alternative email addresses for a contact (such as a billing department), you can include them in the CC line for transparency.
Formatting: Use the built-in editor to apply bolding, lists, or links to make your instructions clear to the customer.
Automation Checks: Remember that some status changes (like moving a Ticket to a specific status) may trigger Workflow Automation rules that send out emails automatically. Check the Activity tab to see if an automated email was already sent before sending a manual one.
Video tutorial: