Reply to customer

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Version: 10

• 4 minutes to read

In request handling, your most important task is to respond to inquiries. Replies should be visible to the customer, thus you need to set slevel of the message to 2 (External).

String buildEmailSubject()

Creates a string with the email tag, the ticket ID, and its title.

Ticket t;
t.setValue("title", "External sensors not working");
t.setValue("category", "1");
t.save();
printLine(t.buildEmailSubject());

String getMailFrom()

Determines and returns the most appropriate from-address, when sending an email on a ticket.

Ticket t;
t.setValue("title", "Unable to go to warp speed");
t.setValue("category", "1");
t.save();
printLine(t.getMailFrom());

String getOwnerEmail()

Creates a string with the ticket's owner formatted as "Name" <email-addr>.

Ticket t;
t.setValue("title", "Where is my order?");
t.setValue("ownedBy", "0");
t.setValue("category", "1");
t.save();
printLine(t.getOwnerEmail());

String getOwnerSms()

Creates a string with the ticket owner's cellphone number.

Ticket t;
t.load(7);
printLine(t.getOwnerSms());

String getInvolvedOnly()

Looks up all involved customers and returns a comma-separated list of their email addresses. Involved means that the customer has received a message on the ticket, but they are not listed as a customer on this ticket.

Ticket t;
t.load(3);
printLine(t.getInvolvedOnly());

Add a message to ticket

Ticket t;
t.load(1);

String owner = t.getValue("ownedBy");

if (owner == "1") {
  t.setValue("ticketStatus", "1");
  Message m;
  m.setValue("ticketId", t.getValue("id"));
  m.setValue("createdAt", getCurrentDateTime().toString());
  m.setValue("createdBy", getActiveUser().getValue("id"));
  m.setValue("type", "1");
  m.setValue("author", "System");
  m.setValue("slevel", "1");
  m.setValue("body", "Remember to set owner");
  m.setValue("important", "true");
  m.save();
  t.save();
}

Tip

Complex requests can take a lot of time to solve and involve a lot of communication between the customer and multiple request handlers. To keep track of messages, you can flag them as important: setValue("important", "true").

You can also add a display header and attachments to the message.

Using reply templates

You can save time by using a reply template as your basis.

Void toParser(Parser theParser)

Passes relevant data from the ticket to the parser. Strings such as title and author are formatted as HTML.

Ticket t;
t.load(3);

Parser p;
t.toParser(p);

ReplyTemplate rt;
rt.load(20);

String output = p.parseString(rt.getHtmlBody(2));
print(output);

Read more about the parser and reply templates.

Void toParserRaw(Parser theParser)

Same as toParser() but produces plain text and not HTML.

Send message

Void saveInvolved(String emailAddress)

Keeps track of recipients that are not necessarily customers on the request.

The list of involved is used to show address suggestions in the Add message screen.

Message m;
m.saveInvolved("post@company.com");

Void saveInvolved(Vector emailAdresses)

Same as above, except you can specify a list of email addresses rather than just 1.

Bool send(Vector to, Vector cc, Vector bcc)

Sends an email version of the message to the main contacts on the parent ticket.

If sending for some reason fails, send() will return false.

Message m;
m.setValue("createdBy","1");
m.save();
Vector to;
Vector cc;
Vector bcc;
to.parseString("cto@company.no",",");
cc.parseString("teamlead@company.no",",");
bcc.parseString("cto@competitor.no",",");

Bool sent = m.send(to,cc,bcc);
printLine(sent.toString());

Bool send(Vector to, Vector cc, Vector bcc, String subject)

A variant of send() where you can specify the subject.

m.send(to,cc,bcc,"Recruitment");

Bool send(Vector to, Vector cc, Vector bcc, String subject, String bodyHeading)

A variant of send() where you can specify the subject and also a heading for the body part.

m.send(to,cc,bcc,"Recruitment","");

Tip

For no heading, pass an empty string. To use the default heading, pass null (same as omitting the string).

Bool sendSms(Vector to)

Sends an SMS version of the message to the numbers listed.

Void sendFacebook()

Sends a Facebook version of the message.

Close tickets

After responding to a request, you can set its status to Closed.

Typical scenarios:

The case is resolved.
You have forwarded the ticket to an external party, who will handle and complete the request.

Ticket t;
t.load(1);
t.setValue("status", "2");
t.save();