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You can send an email from many places in our software.
- Customer detail page
When a customer replies to any of these, the reply will be threaded back to where it came from.
Each of those pages has an Emails or Communications section so you can see emails you sent and replies, and you can be notified of any replies in the Notification Center.
The "Three Way Email"
Most emails in our software are "three way," which we define as:
- You can email a customer something from the app.
- They can reply to that email and you get the reply (as well as in our software).
- You can reply to the reply notification from #2, and they get that reply (and they can reply to that, etc etc)
Currently all those places except tickets are three way enabled. You can go to the Notification Center, make a rule to be emailed when a reply comes in, and it's ready to go. Now when a customer replies, you get an email. You can reply to that email in your email client to update the system and that will also email the customer back. It works in all the areas except tickets.
The ticket system email updates are not finished, but we already have a pretty extensive email system there.
With Tickets, you can email a customer, the customer can reply to that, and you can get a notification that they replied.
Ticket Comment Email
When a user publicly comments on a Ticket, an email will be built like this:
- TO: Customer Email and Additional Emails unless:
- Ticket Comments - do not email comments by default is turned on in Ticket Settings, and/or,
- No Email - Of Any Kind is turned on in the Customer's account.
- BCC: The technician that is assigned to the ticket (unless it's you). This setting cannot be turned off.
- FROM: Inbound Email Alias. This can be specified in More > Admin > Emails - Mailboxes (inbound email).
Ticket comments will not appear in the communication log as emailed.
Note: When a customer replies to a Ticket Comment, if you hover over the reply bubble in the upper right of the comment box, it will show the address of the person who replied. This is handy when there are multiple people in the Ticket conversation via Additional CC's.
Note: If you reply in your email client, rather than in Syncro, to the outbound email or the reply notification from the customer, that will be attached to the ticket as a public comment currently and will be sent to the customer just like you commented via the web. You can note the difference by hovering over the name of the commenter and it will show the address of the person who replied. Additionally, there will be a little envelope next to the date and time. You may need to refresh your page to see this.
When you make a private comment on a Ticket, it looks like this.
- TO: Private Staff Email. Private Staff Email can be specified in More > Admin > Tickets - Preferences.
A note on SMS
SMS can be sent from a ticket update, and they have two features.
The customer can reply "A" to approve a repair, and anything they reply will be attached to the ticket.
Limitation on SMS
The mobile number they reply from must only exist on one customer, and that customer must have only one open ticket.
If you have the number duplicated, or they have multiple tickets, they get a message asking them to call you.
When you schedule an appointment it sends an email (from the Calendar page or new ticket page).
- TO: Customer and additional emails
- CC: The tech that was scheduled
- BCC: Private Staff Email. Private Staff Email can be specified in More > Admin > Tickets - Preferences > Additional Settings.
These are controlled via the Do not Email (or invite) checkbox on the new ticket form, and the Do not email this appointment invitation checkbox on a New Appointment form, so if you set the new ticket to "not email" the initial problem, it will not send the appointment email.
The invoice goes to the customer notification email, and CC's the Private Staff Email. Private Staff Email can be specified in More > Admin > Tickets - Preferences > Additional Settings.
Please note that the invoice/estimate will not be emailed to the customer contact selected on the invoice/estimate. It will ONLY be sent to the main customer and to the invoice CC email.
These are sent for things like error messages and some rarely sent alerts, from multiple triggers in the app. The admin notification email address can be found under More > Admin > General Preferences.
When you get a new lead, we will send a notification to this New Lead Notification Email address instantly. This can be set up under More > Admin > Leads - Preferences.
You can set up many notifications to be sent to admins and technicians for ticket creation, ticket assignment, invoice and estimate creation, etc. The Notification Center article explains the process.
If you are getting too many emails or not enough, you can check the following settings to make sure you have everything set as desired.
- More > Admin > Notification Center: The Notification Center allows you to create custom notifications (including emails) in the application, which can help alert you to changes/events in your account.
- Check the Ticket Automations and Automated Remediations to see if there are any emails coming from those.
- Check the Ticket Settings: More > Admin > Tickets - Preferences > Additional Settings. There are settings here that will email as well. While some cannot be changed, there are options to send or "Do Not Send..."