Getting Started

You can connect your email to Snappy in a few ways:

You can read more on this subject in our blog post Integrating Customer Support Email into your Website with Snappy

 
  1. Go to the Mailboxes tab in your Account Settings.
  2. Click the name of the mailbox you want to add an email signature to.
  3. Switch to the Outgoing tab.
  4. Enter your email signature in the Mailbox Signature field.

Markdown / HTML: You can use Markdown and HTML in the Mailbox Signature field to add links and images.

 

Inside the mailbox form it has a checkbox for turning on or off the auto responder. When it's switched on a text field will appear allowing you to enter any markdown formatted text.

 
  1. Click Your Settings in the You menu.
  2. Switch to the Signature tab in Your Info.
  3. Enter your email signature and click Save User.

Markdown / HTML: You can use Markdown and HTML in the Email Signature field to add links and images.

 

Administrators can invite new users to join Snappy from the Users tab in the Account Settings window.

Click Settings in your Organization menu and switch to the Users tab.

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Click the Add Users button.

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In the Invite Users form, enter the email addresses of the users you want to invite into the Email fields. To add more users to the invite list, click Add another.

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Once you have entered the emails of all the users you want to invite, click the Invite Users button.

The new users will receive an invitation email from Snappy where they can complete their signup. Once completed, they will appear in the Users tab of your account settings

 

FAQs are created in FAQ section of Snappy. For instructions to creating a knowledge base in the FAQ section, check out our blog post: How to Create a Great Knowledge Base. The instructions are located in the second part of the article.

 

The ticket section is where all customer support requests are handled.

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  1. Ticket List: Shows all tickets that match the current Filter.

  2. Inbox: Shows all tickets that have not been assigned, replied to, or archived.

  3. Yours: Shows all tickets currently assigned to you.

  4. Waiting: Shows all tickets that have been assigned to other team members.

  5. Filter: A menu for switching lenses, creating lenses, and viewing spam.

  6. Archive: Shows all tickets that are no longer active.

  7. Add Ticket: Creates a new ticket in Snappy.

  8. Batch Mode: Enables you to apply an action to many tickets at once. You can change status, merge, reply, change tags or assignments, and delete.

  9. Search and Advanced Search: Type text here to filter tickets in your view by keyword. Click the magnifying glass to open Advanced Search to search using several different fields in tickets.

  10. Account Settings: Menu access to account settings and account switching.

  11. Personal Settings: Menu access to personal settings and sign out.

 

The FAQ section is where you can create your help documentation. Its hierarchy is three levels deep.

-Faqs

----Topics

-------Questions

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1. Faq/Topic/Question List: This is the list of items at your current location in the FAQ hierarchy.

2. Search FAQs: List Faqs, Topics, and Questions matching a keyword

3. Add New Faq/Topic/Question: Use this button to add a new Faq, Topic, or Question. The button changes depending on your location in the FAQ hierarchy.

4. Re-order item: Click this icon and drag the item up or down in the list to change its display position in the FAQ page and Widget.

5. Edit item: Click this icon to open the editor window for the Faq, Topic, or Question.

6. Delete item: Click this item to remove the Faq, Topic, or Question.

 

The Report section is where you can view all data gathered into reports created by you and your team.

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1. Report: This is the data and charts for the current report selected.

2. Today: Display a report for ticket activity for today.

3. Widget: Display a report for Widget activity for the desired date range. Current 1-day period is the default range.

4. My Reports: Reports you have created and not shared with your team members.

5. Shared Reports: Reports created by you and your team members have created and shared.

 

The Wall section allows you to post and read news, problems, brags, and other types of comments that are visible to all members of your team. You can add to the Wall from inside tickets or directly in the Wall section.

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1. Create a new post: Post a new comment to the wall for all your team members to see.

2. Posts: A list of the latest posts.

3. Post Filters: Select the type of wall posts you want to see.

 

Snappy makes this simple by using special tags instead of tedious forms.

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Assignment

To assign a ticket to someone else you simply go to the tags bar and enter the @ symbol which will show a list of staff that it can be assigned to.

Categorize

Categories use the # prefix to designate that it's in a category. For example if you want to mark the ticket at sales you would add the "#sales" tag.

Prioritize

Priorities work the same as the others. You would use a prefix of !1 for the highest priority all the way down to !5. Keep in mind Snappy only looks for those first two characters so you can add additional text to better clarify. For example: "!1-important".

 

There are two ways you can insert an image into a ticket reply.

  1. Click "Attach" (top right of reply text page) and select the image. You can then move the image tag to wherever you want it displayed in your reply.
  2. Drag and drop directly into the text editor window.

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You can assign a ticket to another user from two locations:

From an inbox or Filter view, you can click on the Tags icon of the ticket and select the user(s) you want to assign it to.

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When in a ticket, you can assign the ticket to another user by typing the '@' character followed by their handle in the Tags field.

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In Snappy "Replied" and "Archived" are synonymous. Both mean "Solved" or "Closed". When you reply to a ticket, the ticket remains open and assigned to you if you click the Send button instead of the Send + Archive button. This puts it in the "Yours" section. If it's assigned to someone else, it's put in the "Waiting" section. When you want to close the ticket, you can archive it in several methods:

When responding in the ticket window, you can click the Send + Archive button

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In the edit ticket window, you can select Archive Ticket from the Options menu

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From the main Snappy page, you can click the Move to Archive button

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Note: If you archive a ticket and the other party in the ticket responds to the archived ticket, it is reopened and placed in Waiting or Yours, depending on who it was originally assigned to.

 

  1. Click on the ticket you want to respond to. This will open the ticket.

  2. In the left pane, enter your type your response. You can use insert FAQ items, phrases, images, or other files if you like.

  3. Click Send or Send+Archive. If you click Send, the ticket will get assigned to you and remain in your the inbox. If you click Send+Archive, the ticket will get moved to the archives.

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To sort tickets in any filter view (i.e. your Inbox), click the Sort Button: 11187

In the Sorting Options menu, select the order you would like to sort your tickets by.

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To search by keyword or ticket #, click in the "Search field" left of the magnifying glass, type in the word(s) or number and press enter/return on you keyboard.

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Filters are a way of filtering waiting tickets into different lists based on tags. Snappy does include a few preset Filters which include:

  • Inbox - All waiting unassigned tickets
  • Yours - Waiting tickets assigned to you
  • Waiting - Tickets that are waiting and assigned, but not assigned to you
  • Mailboxes - To see all waiting in a particular mailbox
  • Team - To see all open by a certain person.

If you need something more advanced you can create your own Filter via your account settings.

 

Mailbox themes are the design used when emailing from Snappy to your customers. The themes currently come in two flavors:

  • Invisible - The invisible theme is very basic and doesn't include any Snappy branding.
  • Snappy - This is the default theme and includes user avatars and has styling associated with it.
 

Phrases are shortcuts that allow you to insert common responses into your replies. These are shared across the account with other staff.

The shortcut is what you would type to have the phrase automatically insert the text, tags, and attach any documents.

Inside the text you can add @@@@ as a placeholder that allows you tab to each section.

You can also use phrases in your email responses.

 

Snappy apps are a way for you to integrate Snappy with a third party system. To get started with one of the included, just click the Apps from your account settings drop-down menu:

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Triggers allow you to build Snappy that is custom tailored to your workflow. Sending e-mails and text messages; Adding and removing tags; notifying team members; calling an external URL... all of this and more is a breeze to configure, and will save you time each and every time they run.

To create a trigger you can simply select the conditions that you would like to match and then select as many actions as you need.

Some examples could be:

  • Adding a specific tag when a ticket is escalated.
  • Send an SMS when a priority customer has a request
  • Notify an external service when a new ticket is created.
  • Reply with an auto responder on the weekend.
  • and so much more...

If you are wanting to match a contact email you can use * as a wildcard. For example: Contact Email Includes *domain*

 

The mailbox signature will appear at the bottom of the email below the staff signature . These are useful in situations when you want to include some type of company information on all outgoing email.

Note: The mailbox signature does not appear in the message text in the Ticket window. It is added to the email ticket upon sending.

 

Mailbox signatures are appended to all responses sent from Snappy. They are usually used as the company signature. They are set up in the Organization->Mailbox Settings. They appear below the user signature in sent emails but do not appear in the ticket window when replying to a customer. The organization signature is appended to the response upon sending.

User signatures are email signatures specific to the user replying to the ticket. These signatures are set up in User Settings and will appear in the ticket response preview before sending.

 

In Snappy, all these terms are synonymous. They all mean that they ticket has been resolve and no longer needs attention. If a customer responds to an archived ticket, the ticket is automatically re-opened and placed in the Waiting tab.

 

The user handle is a way of tagging the user in tickets. If you tag a user on a ticket then they will be emailed updates and the tickets will show in their "yours" Filter.

 

The wall is a unique feature to Snappy that allows you to share tickets, notes, and information with your entire team. These are broken down into FYI, Brag, Problem, and Posts.

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The account settings are available only to account owners and are located by clicking your organization menu.:

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User settings are are specific to your account. From here you can manage your personal information, filters and phrases. User settings can be access from the "You" menu in the upper right.

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Tickets assigned to you are placed in the Yours tab.

 

Yes, you can use HTML or Markdown in the auto-response message field in Mailbox settings. Best practice is to keep the code as simple as possible. There are so many email clients out there and they all process HTML differently. So to make sure your emails are presented consistently use clean and simple HTML and inline CSS.

 

The Snappy Widget allows you to add a help widget into your site or your web based application.

You can get your custom base embed code inside your Snappy account under your Company menu->Widget.

Copy the embed code and paste it just above your closing </body> tag.

The embed code supports the following data attributes outside what is shown in the code sample:

<script
    src=""
    data-domain=""
    data-position="bottom right"
    data-lang="en"
    data-contact="1"
    data-name="John Doe"
    data-email="test@example.com"
    data-title="Help"
    data-background=""
    data-debug="1"
    data-faq="3"
</script>

data-position

The position of the button on your site. Possible values are:

  • top left
  • top right
  • bottom left
  • bottom right

data-lang

The language you would like the widget UI to be in. You can omit this to use the language defined in the widget settings. Some possible values for this are:

  • ca
  • de
  • el
  • en
  • es
  • fr_FR
  • it_IT
  • nl_NL
  • pl
  • pt
  • ru

We have additional languages supported. Contact us if you do not see the one you need listed.

data-contact

A one or zero flag that allows the contact form to be turned on (1) or off (0).

data-name

This is a persons name which is used to pre-fill the name on the contact form.

data-email

This is a persons email which is used to pre-fill the name on the contact form.

data-title

This is the title or text of the widget button. It will default to "Help & Support" if not supplied.

data-background

This sets the background color of the button. It will accept any valid css color selector. You can also customize the button via CSS. By default it uses the #snappy-faq selector and you can over ride by adding a more specific selector such as body #snappy-faq.

data-custom-*

If you would like to pass any custom attributes that are sent via the contact form. Some examples could be application data or customer data.

data-custom-version="v1.2.3" 
data-custom-plan="Paid Plan"

data-debug

This is a special option that will prefix all questions with their id. The use case for this is to allow you to find the id for advanced integrations described.

data-faq

By inserting the id of the faq you can have the widget open directly to this section. Use the data-debug attribute above to find out the id of the one you want to use.

 

You can set up your mailbox to use another account as the outgoing address by completing the fields in the SMTP tab of the Mailbox Settings.

  1. Go to Mailbox Settings.
  2. Switch to the SMTP tab.
  3. Check the Enable SMTP checkbox.
  4. Complete the form with the SMTP settings of the email account you want to display in the From field of your outgoing message.
  5. Save the settings.

You can set up email forwarding with your current support email service and use the same email address to in the SMTP tab. This way both incoming and outgoing email addresses are the account you prefer.

 

Snappy provides two themes for your emails: Plain and Snappy. The Plain theme has no formatting. The Snappy theme has minimalistic modern appearance. To change the theme of your email tickets, select your desired theme in the Theme field in the Outgoing tab of your mailbox settings.

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