You can now add attachments and send via emails. Please see the instructions below.
Scenario 1 (Sending an attachment to a Support Group)
- From within the ticket select “Add Attachment” within Actions
- Give the attachment a title
- Browse the file that you would like to attach
- Select Save and Close
- Select the Attachments tab at the bottom of the screen and click on the attachment
- Select Send from within Actions
- Select the Support Group
- Tick box Send to selected group or user
- Then enter details into the Email Body box
- Select Save and Close
- Then select Save and Close again to come out of the attachments option
Scenario 2 (Sending an attachment to a Selected User)
- From within the ticket select “Add Attachment” within Actions
- Give the attachment a title
- Browse the file that you would like to attach
- Select Save and Close
- Select the Attachments tab at the bottom of the screen and click on the attachment
- Select Send from within Actions
- Enter the users ID
- Tick box Send to selected group or user
- Then enter details into the Email Body box
- Select Save and Close
- Then select Save and Close again to come out of the attachments option
Scenario 3 (Sending an attachment to the Raise User)
- From within the ticket select “Add Attachment” within Actions
- Give the attachment a title
- Browse the file that you would like to attach
- Select Save and Close
- Select the Attachments tab at the bottom of the screen and click on the attachment
- Select Send from within Actions
- Leave the Group and User blank
- Tick box Send to Raise User
- Then enter details into the Email Body box
- Select Save and Close
- Then select Save and Close again to come out of the attachments option
Scenario 4 (Sending an attachment to the Group and Raise User)
- From within the ticket select “Add Attachment” within Actions
- Give the attachment a title
- Browse the file that you would like to attach
- Select Save and Close
- Select the Attachments tab at the bottom of the screen and click on the attachment
- Select Send from within Actions
- Select the Group from the drop down
- Tick box Send to selected group or user
- Tick box Send to Raise User
- Then enter details into the Email Body box
- Select Save and Close
- Then select Save and Close again to come out of the attachments option
Scenario 5 (Sending an attachment to the Selected User and Raise User)
- From within the ticket select “Add Attachment” within Actions
- Give the attachment a title
- Browse the file that you would like to attach
- Select Save and Close
- Select the Attachments tab at the bottom of the screen and click on the attachment
- Select Send from within Actions
- Enter the user ID
- Tick box Send to selected group or user
- Tick box Send to Raise User
- Then enter details into the Email Body box
- Select Save and Close
- Then select Save and Close again to come out of the attachments option
PLEASE NOTE:
1. The ticket reference number will not automatically be included in the email so it is important to include a meaningful description of the file and why you’re sending it.
2. You cannot send an attachment to Support Group, Selected User and Raise User at once.