Phone Tickets

Imagine you have a phone conversation with a client and want to keep a record of it.

At times you may not know the customer's email address or even their name, just a phone number to go by.

Helprace allows you to a ticket with just a name (first, last or both), phone number or email.

  1. Click + on the main menu and select Ticket.
  2. The "To" field accepts various input formats:
    • user's first and/or last name
    • phone number
    • email
  3. If a user with these details already exists in your system, you'll see them in the  drop-down as you type.
    Select them or their specific email / phone number to start composing a ticket.

Tip: You can enter the phone number in any format (there are no restrictions). However we recommend using a consistent format, e.g. the international format: +1234567890 (plus is mandatory; spaces, hyphens and brackets are optional)

Until you add an email address, you won't be able to add a ticket reply as there's nowhere to send it. Instead, you'll be able to add internal notes and log any details on the ticket. Add an email address to the requester's profile any time to email them.

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