Responding to offline messages via Ticketing

It’s easy to respond to offline messages in the Dashboard using the Ticketing system.

If you have multiple properties, check to make sure you're currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard.


Next, head to Messaging ⮕ select the message ⮕click Convert to ticket

NOTE: You'll need an email to convert a message to a ticket. If you've included the email field in the offline form and the visitor has filled it out, their email will be added automatically.

You can now enter your response directly into the box at the bottom of the screen. Now click the green Create button to change the message into a ticket.

Click Send to send the contents of the ticket and any message you wish to include in the text box to the visitor at the email listed.

You can change the status of the newly created ticket and send your response at the same time by clicking the green arrow next to Send and selecting one of the options marking your ticket as Open, Pending, or Closed.

The images below show both what you'll see in your Dashboard and what the visitor will see when viewing your email response.

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