Knowledge base centre

Responding to a customer directly

1. Click on the ticket to open it.
2. Use the 'public reply' to write your email response. Remember the following:
   
   • Keep your tone professional
   • Be crisp and to the point
   • Proofread before sending
     
     Email Formatting:
     (Salutation)
     (Body)
     (Closing)
     (Signature)
     
     Example:
     Hi John,
     
     Thank you for getting back to me.
     
     I can confirm that this has now been reset, and you can now log in to your Customer Portal to set up a new 2FA. When you log in, there will be a step-by-step guide on setting this up.
     
     Please let me know if you have any questions.
     
     Best regards,
     (Insert Signature)
     
     
3. Once you have written your email, update the following fields:
   • Requester: customers email
   • Department: be mindful of VPL and VC options
   • Reason for Contact: select the appropriate option
     
     
4. Proofread before sending, then click 'Submit as' 
   • Pending if you are expecting a customer's reply.
   • Solved if no response is required.
   • On-Hold if a requester has indicated they will take longer than expected to reply. The due date can be set to 7 days or when the requester specifies a reply.