Once you have created response templates within your account, you will be able to incorporate these templates when using Revinate's ticketing feature.
- The ticket feature will allow you to include a response template and track the communication and workflow regarding a review.
- Once a ticket has been created, the assignee will receive an email notifying them of an open ticket in Revinate.
- The ticket will include the suggested template, and the assignee will be able to respond from the ticket and be directed to the review site.
To assign a ticket to another user, go to the "All Reviews" section located under the "Reviews" tab. To the right side of each review you will find the actions available. Click on “Create a Ticket” and the ticket screen will appear.
Assign the ticket to someone by typing their name in the "Assigned To" field and selecting the assignee. You can also have someone watch the ticket, which is the same idea as being copied on the ticket. Next, the template drop-down menu enables you to select the response template you would like to use. Notice the folders will help suggest the right response to select. If you have not created any folders, the suggested templates surface to the top, based on the type of review you are responding to.You have the option to select one of the suggested templates or any of the other templates. Keep in mind, you do not have to choose a template. It is simply an option available to you. Finally, there is a "Note" field so you can include a note to the assignee for further instructions. The status of this ticket will automatically be open and lastly you should click the "Create Ticket" button.
Once a ticket has been created, the assignee will immediately receive an email notification of the assigned ticket. The email will include a link that the assignee can click on to be directed to Revinate to view the entire ticket.
You can also access your tickets by logging into Revinate and going to the "Tickets" folder located at the top right-hand corner of every page in Revinate.
Lastly, you can view a ticket by locating the review on the page. Click on the "View Ticket" icon, illuminated in green on the right side of the review.