In this article, you will understand how to open a proactive ticket for a client via email, which can be used to open an internal ticket or to carry out a campaign to send information to clients.
For this to work, it is important that you have an email inbox set up. If you don't know how to do this, we have a FAQ about it here. It is possible to do this with an existing email inbox (used for other channels), but we recommend using a separate email inbox for better control.
First, you need to select the contact for whom you want to open the ticket. To do this, go to the Contact option.
After selecting the contact, click on the New Message button.
Here, you can choose the email inbox and set the subject.
It is also possible to add people in CC or BCC.
Write your message and, if you want, use the templates (shortcuts) you have already created. To access the shortcuts, just press the "/" key. If you need to attach files, that is also possible.
When you are ready, click on Send Message.
To view the ticket you just opened, go to Conversations and click on the inbox.
All the tickets you have sent will be available here.
From there, you can respond to this ticket normally or wait for the client to respond.
It is worth remembering that by sending a proactive ticket, you are opening a new ticket, which will have a new ticket number.
If you do not want the ticket to be automatically responded to by ClaudIA if the client responds, it is best that it is sent to a specific inbox for proactive sends.