Wix Answers Help Center
Adding CC (Carbon Copy) Recipients to a Ticket
Add CC (Carbon Copy) recipients to a ticket when your message is relevant to multiple people. Each recipient CC'd on a ticket receives a copy of the ticket and can also reply to it.
Anyone CC'd on a ticket can see the email addresses of the other CC'd recipients. Make sure not to CC anyone that wouldn't want their email address shared with the other recipients.
To add CC recipients to a ticket:
- Go to the relevant ticket.
- Click Add CC at the top right of the reply field.
- Click to the right of CC: and enter the email address of the recipient.
- Click Add next to the recipient's email address.
Note: Repeat steps 3 and 4 to add up to 20 recipients.
- Create and send your reply.
- To remove a recipient, click the X next to their name or click Remove CC to remove all CC'd recipients.
- To CC someone when creating a new ticket, click the checkbox next to CC (up to 20), then enter the email address of your recipient and select them from the list.
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Replying to a Ticket
Respond to your customers' tickets with saved replies, knowledge base article contents, file attachments, and more. Tip:Review our best practices for answering tickets to optimize your workflows while satisfying your customers.To reply to a ticket:Select the ticket you want to reply to from the Ticket List.Scroll down and click the reply field.Create your reply using any of the following features:Link an article: Click the Knowledge Base articles icon to get started. Learn MoreAdd a saved reply: Click the Saved Replies icon to get started. Learn MoreInsert an attachment: Click the Add attachment icon then browse for the relevant file and click Open. Learn MoreInsert an emoji: Click the Add emoji icon and select an emoji. Click the reply field and edit your reply. Choose a sending option:Click the drop-down icon next to Send and select an option:Send: Send your reply and change the ticket status to Pending. Send and change status to OpenSend and change status to ClosedSend and change status to InvestigatingClick Send & Resolve to send your reply and change the status to Solved. To set additional sending options before replying:Click the Settings icon next to Send & Publish.Select the option(s):Send & Assign to me: Assign the ticket to you after sending the reply. Reply and go to ticket list: Go to the Ticket List after sending the reply. Sending your reply to multiple people?Add additional email addresses as CC (Carbon Copy) contacts so that each recipient receives a copy of the ticket.
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Creating a New Ticket
Create new tickets directly from your Wix Answers Ticketing System where you can manage all your support requests in one place. You can send email tickets directly to customers, CC recipients, and create tickets on behalf of other customers from your Tickets List. Create a new email ticket to send to a customerClick the Tickets icon to navigate to your Tickets List. Click the New Ticket button in the top right corner of your screen. Click the drop-down under Ticket will be sent from mailbox to select where the ticket is sent from.Click the drop-down under To (up to 20) to choose who the ticket is sent to. (To CC additional contacts) Click the checkbox next to CC (up to 20), then enter the email of your recipient(s) and select them from the list.Under Subject enter the subject of your ticket.Under Description enter a description. (Optional) Add an article, saved reply, attachment, or emoji to your ticket using the options inside the description box. (Optional) Add additional actions:Click Additional Actions.Click the drop-down under Add assignee to assign the ticket to an agent. Click the drop-down under Set Priority to set the ticket at low, medium, or high priority.Click the drop-down under Add labels to add labels to your ticket. Note: You must first create a label before it will appear in the drop-down.Click Send. Create a new ticket on behalf of a customerClick the Tickets icon to navigate to your Tickets List. Click the New Ticket button in the top right corner of your screen. Select the On Behalf of a Customer tab to create a new ticket within your ticketing system on behalf of a customer.Click the drop-down under The ticket will be sent on behalf of to select the customer you're creating a ticket for. Under Subject enter the subject of your ticket.Under Description enter a description. (Optional) Add an article, saved reply, attachment, or emoji to your ticket using the options inside the description box. (Optional) Add additional actions:Click Additional Actions.Click the drop-down under Add assignee to assign the ticket to an agent. Click the drop-down under Set Priority to set the ticket at low, medium, or high priority.Click the drop-down under Add labels to add labels to your ticket. Note: You must first create a label before it will appear in the drop-down.(Optional) Check Follow this ticket to get updates to follow the ticket.Click Send on Behalf. Tip:Create new call tickets to reach your customers by phone.
3 min read
Forwarding a Ticket
Forward a ticket when you want to send its initial message to another email address.Need to CC someone?You can CC (Carbon Copy) contacts if you'd like them to receive copies of the ticket and have the ability to reply.To forward a ticket:Go to the relevant ticket.Hover over the first message sent and click the Show More icon on the right.Click Forward by email.Click the drop-down under From and select a sending mailbox.Enter the email address you're forwarding to in the To field.Note: If adding more than one recipient, use commas to separate them. (Optional) Edit the Ticket Content. Click Create Ticket.
1 min read