If you’re using Glow’s support ticket system to handle requests from your Reseller Agency’s clients, it’ll help to understand a little more about how ticket notifications work.
Note: Among other things, Reseller gives you the ability to handle client support requests on behalf your Reseller Agencies. Read more here about how Reseller works.
When their clients raise new tickets
When the client of one of your Reseller Agencies raises a new support ticket, the person that gets notified and who is assigned to that ticket, is the person in your team who added that Reseller Agency to your account.
Eg. Julian in your team adds a Reseller Agency to your account called Springfield Marketing. A client of Springfield Marketing raises a new support ticket a few days later. Julian is automatically assigned to that ticket and notified about it on email because he is the person in your team who added Springfield Marketing to your account.
Assigning tickets to other people
In the support ticket correspondence screen, you can assign a ticket to a different teammate who might be better placed to handle this particular request.
Open a ticket and in the top right corner, click the Change link underneath the name of the person currently assigned to this ticket.
The dropdown list that shows will display all team members in both your team and the Reseller Agency’s team.
Select the person who you want to assign the ticket to and then a couple of things will happen:
- A note will show on the ticket, confirming that you just assigned it to someone else
- The person you assigned the ticket to will receive an email notification to let them know – they’ll be able to login and view the ticket from that email
Assigning team members to clients
You can also set a default team member who is always notified and assigned to new support tickets from Reseller Agency clients.
To do this, log in to the Reseller Agency’s dashboard and click on Clients from the main left hand menu.
Click into a Client and then go to Settings from the inner menu. The General tab will load by default. Click the Tickets tab to the right and then select a teammate from the dropdown menu on this screen who you want to always be notified and assigned to tickets that are raised by this client.
