Wix Answers Help Center
Splitting a Ticket
Splitting tickets can help you keep track of your customer's support requests per topic. We recommend splitting a ticket whenever your customer sends a new message unrelated to the ticket's initial topic.
To split a ticket:
- Go to the relevant ticket.
- Scroll to the customer reply from which you'd like to create a new ticket.
- Hover over the message field and click the Show More icon on the right.
- Click Create ticket from reply.
- Click the subject field and enter a title for the new ticket.
Note: Click Also close this ticket to change the initial ticket's status to closed.
- Click Confirm.
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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.
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Move a Reply to Another Ticket
With Wix Answers, a customer can reply to any of their previous tickets or create new ones. Merge related tickets from the same customer to better understand their issue within a single ticket thread.To move a reply to another ticket:Go to the relevant ticket.Scroll to the user reply you want to move.Hover over the message field and click the Show More icon on the right.Click Move reply to another ticket.Select the relevant ticket to move the reply to.Note: To also move replies sent after the reply you're moving click Also move all replies that came after this one.Click Move Reply.Note:You can only move replies to previous tickets that were created by the same user.
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Editing Sent Messages on Tickets
You can edit sent customer and agent messages as they appear on tickets in your Wix Answers account. This allows you to remove private information mistakenly sent that shouldn't be viewed by agents (e.g., credit card numbers, passwords). Note:Editing a message changes the text that appears on a ticket in your Wix Answers account, but does not change the text that appears in your customer's mailbox. To edit a sent message:Go to the relevant ticket.Scroll to the message you want to edit.Hover over the message field and click the Show More icon on the right.Click Edit text. Click Update.
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Deleting a Reply in a Ticket
You can delete replies from tickets as they appear in your Wix Answers account. Deleting replies is useful whenever a customer or agent sends private information that agents shouldn't view. Alternatively, you can edit a sent message without deleting it. Note:Deleting a message removes it from the ticket in your Wix Answers account, but does not remove the message from your customer's mailbox. To delete a reply:Go to the relevant ticket.Scroll to the reply you wish to delete.Hover over the reply field and click the Show More icon on the right.Click Delete. Tip:Whenever you delete a reply, we recommend leaving an Internal Team Note to let other agents that might view the ticket know.
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