Explaining the icons at the bottom of the send ticket window
Tickets can be created by staff members from the Staff Control Panel, either for sending a general email to a client or for creating a ticket on their behalf.
The Send Mail option (Staff CP > New Ticket > Send Mail) is used to send an email to the clients' email address, just like an email client.
The As User/Phone option (Staff CP > New Ticket > As User/Phone) is used to create the phone ticket for issues reported by the clients. It creates a ticket in a similar way as when the clients create them from the Client Support Center.
The check-boxes at the bottom of the contents box are explained below.
| Option | Description |
|---|---|
| Send Mail | Ensures that an email is sent with the contents of the ticket to the email address of the client. |
| Macro | Add the reply to the Macros while replying. |
| Knowledgebase | Add the reply as a knowledgebase article. |
| Watch | Enable alerts of this particular ticket for client and staff replies. |
| Worked | Enter the time worked for a ticket post. |
| Billable | Enter the Billable time of a ticket post. |