Working with Tickets

Snappy supports all of the regular and extended Markdown syntax. We've documented some of the most common ones below.

*italic* → italic

**bold** → bold

[BeSnappy](http://besnappy.com) → BeSnappy

![Logo](https://app.besnappy.com/img/email/logo.png) → Logo

Unordered Lists

* Do A
* Do B
* Do C

Ordered Lists

 1. Do A
 2. Do B
 3. Do C

Block Quotes

> This will be some
> quoted text.

 

We've enhanced the standard Markdown syntax with a few special bits to make answering support questions and writing up FAQ's easier than ever.

Inline Commands

Anywhere you reply to customers from in the user interface or email notifications you can use Inline Commands. These allow you to set tags, control visibility and more. Once you get the hang of this you won't know how you lived without it.

What are the Snappy Inline Commands?

Syntax Highlighting

When adding code to your reply you can use the following format to create a code block that's syntax highlighted for the proper language.

```php  
$snappy = new Robot();  
echo $snappy->sweep->floor();  
 ```

Becomes:

$snappy = new Robot();
echo $snappy->sweep->floor();

All common languages are supported including:

  • actionscript
  • asp
  • bash
  • c
  • cfm
  • csharp
  • css
  • html5
  • java
  • javascript
  • objc
  • perl
  • php
  • python
  • ruby
  • sql
  • text
  • vb
  • vbnet
  • xml
 

When you reply to a notification Snappy offers several very useful commands which allow you to work with the ticket as if you were in the interface. This makes it quick and easy to work with tickets without leaving your email client.

Note: email commands must appear on the first lines of your reply email

Replace all tags with these

/tags @ian #bugs installation

Add tags to any existing tags

/add @ian #bugs installation

Remove these specific tags

/remove @ian #bugs

Make your note private rather than public

/private

Leave the ticket waiting instead of it being marked replied

/waiting

Forward an email and import it into the app

/import

Note: You need to forward and add the command from an email of a staff member.

It's also possible to combine commands which can be very useful. Here's an example of a complete email:

/add @ian #bugs
/private
 
Let's take a look at this bug and see if we can get it fixed ASAP
 
Bob

Also note that any of these commands can also be used from the staff interface in the quick reply or ticket details boxes!

 

Yes, you can simply reply to any notification email Snappy sends and the reply will be logged in Snappy and forwarded on to the customer. There's no need to actually go into the Snappy application at all. It can all be done right from your email on your computer or mobile device.

 

Yes! When you reply to customers via email from a Snappy notification you simply use the phrase just like you would from the web interface. The phrase will be replaced with the proper text.

In addition, if your phrase included tags or documents to add those will be added for you. This makes replying to customers while on the go amazingly simple.

 

  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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Sending a private message saves your message in the ticket but doesn't send it to the customer.

To send a private message, check the Mark as Private option. When you save the ticket, the message will appear with "Private" next to the message in the ticket.

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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".

 

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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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.

 

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.

 

To reply and archive a ticket in a single action, click the Send + Archive button when replying to a ticket.

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Tickets assigned to you are placed in the Yours tab.

 
  1. Create a trigger to assign the tag #new (or whatever you want to call it) to all incoming messages.
  2. Create a Filter to show tickets with the tag created in step 1 and set it as default.
  3. Any ticket you want to hide from your view, just remove the tag created in step 1.
 

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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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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Snappy offers batching at the bottom of all your ticket lists.

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From the batch bar you can change the status, merge into one, reply, change tags, and delete a group of tickets all at once.

 

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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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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To search for tickets on more than just keywords and ticket numbers, you can use the advanced search. To open the advanced search form, click the magnifying glass.

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The search bar in the Snappy header lets you easily find the tickets you're looking for. Our search indexes in real time so you can find anything, fast.

Usually simply typing in the name or email you're looking will bring up what you need, but here's a few more tricks.

Phrase Searching

Wrap any text in double quotes to find exactly that text in that order. ex: "flux capacitor"

Wildcards

Easily find partial matches with and asterisk (*). ex: *@besnappy.com

+ Operator

Add a + in front of a word to require it

- Operator

Use a - operator in front of a word to remove results that use that word

OR Searching

By default each word or phrase is put together by the search with AND automatically so they all must appear in the result ticket. This lets you filter down results fast. However, if you want to have a more open ended search use OR. ex: *@besnappy OR *@gmail.com

Advanced Search

When you only want to search one or a series of specific data fields use advanced search by clicking the magnifying glass icon in the search box.