Help -> Inbox -> Ticket Icons
Starting Point: Logged into Manager and navigated to "Manager -> Main -> Inbox".
This help articles describes the information conveyed by Ticket Icons and Message Icons.
Ticket Icons
Ticket Icons convey important information about the origin and functionality of a particular Ticket. Ticket Icons appear in the Inbox next to each listed Ticket, and Ticket Icons also appear on the top of each Ticket Details page. Below is a summary of the important information conveyed by each type of Ticket Icon.
- Incoming Email Ticket - Ticket created when the Ministry Inbox system receives an incoming email.
- An example is when someone replies to a Group Email.
- The Ticket Person is the Person who sent the incoming email.
- Both Ticket Replies and Ticket Notes are possible in this type of Ticket.
- Internal Ticket - Ticket created in the Manager for the Leadership Team.
- Created by someone in the Leadership Team going to "Manager -> Inbox -> Create Ticket".
- The Ticket Person is the creator of the Ticket.
- Ticket Replies are not possible with this type of Ticket, but Ticket Notes are possible.
- Outgoing Email Ticket - A Ticket created by sending an email through the People Database section of the Manager.
- Created by someone in the Leadership Team sending an Outgoing Email Ticket to someone through the People Database.
- The Ticket Person is the recipient of the Outgoing Email Ticket.
- Both Ticket Replies and Ticket Notes are possible in this type of Ticket.
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Text Message Ticket - A Ticket created whenever a text message is sent to or received from a new number.
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Text Message Tickets function like text message threads on mobile phones but also include additional features of Tickets.
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When a text message is sent or received through Ministry Inbox, the message is included in a Text Message Ticket. Each text message is either added to an existing Ticket or a new Ticket is created, depending on whether a Text Message Ticket already exists for that Person and number.
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Anyone on your Leadership Team with access to a Text Message Ticket can view the text message history for that Person and number, and they can also send text messages by replying to the Ticket.
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- Web Form Submission Ticket - A Ticket created when a Web Form is submitted.
- An example is when someone submits a Web Form such as a Contact Form.
- If the Web Form has an email field, then the Ticket Person is the Person associated with the submitted email address.
- Both Ticket Replies and Ticket Notes are possible in this type of Ticket.
- Notification Ticket - A Ticket created by Ministry Inbox to notify you.
- An example is that a new Ticket is created when someone deletes a To-Do they originally assigned to you.
- The Ticket Person is displayed as MI Notification.
- Ticket Replies are not possible, and some Notification Tickets do not allow for Ticket Notes as well.
- System Ticket - A Ticket created by the Ministry Inbox system.
- An example is that a new Ticket is created for you when an Outgoing Message fails to send.
- The Ticket Person is displayed as MI System.
- Ticket Replies are not possible, and some System Tickets do not allow for Ticket Notes as well.
Message Icons
Message Icons convey information about the origin of a Message in a Ticket. Message Icons appear on the Ticket Details page at the top of each Message. Note: The icon appearing next to the first Message of the Ticket is considered to be Ticket Icon (see above). Below is a summary of each Message Icon.
- Ticket Reply - Created by replying to a Ticket in the Manager or by the Ticket Person replying to a Ticket received in their email program.
- The Ticket's Leadership Team can see Ticket Replies in the Manager.
- The Ticket's Leadership Team can initiate Ticket Replies from the Ticket Details page by clicking "Manage -> Reply".
- The Ticket Person is emailed Ticket Replies that are initiated by the Leadership Team.
- Only the Ticket Person can add a Ticket Reply by replying to an email from within their email program.
- Ticket Notes - Internal notes added to Tickets in the Manager.
- Only the Ticket's Leadership Team can see and add Ticket Notes, and they can do so from the Ticket Details page by clicking "Manage -> Add Note".
- The Ticket Person can not see Ticket Notes unless they are part of the Ticket's Leadership Team.
- Ticket Properties Updated - A Message added to a Ticket when its properties are updated.
- An example is someone updating the Ticket Status.
- The text of the Message is generated by the Ministry Inbox system, but the Message is attributed to the Person who updated the Ticket Properties.
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