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How to Update Footprints I ssues via Email

How to Update Footprints I ssues via Email. Email from Footprints. You receive an email from Footprints, it can be assigned to your team or directly to you. This ticket contains all the information needed to complete the task requested. Note that the Status is set to “Open”

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How to Update Footprints I ssues via Email

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  1. How to Update Footprints Issues via Email

  2. Email from Footprints You receive an email from Footprints, it can be assigned to your team or directly to you. This ticket contains all the information needed to complete the task requested. Note that the Status is set to “Open” To let the customer or your team know you are working on the ticket, you would reply to the email.

  3. Reply email Never make any changes to the Subject line. Always put your reply information above the “When replying, type your text above this line” area. If you find you need information from the area below, copy it and paste it into this area. You can even update fields using email, use the format fieldname=data to update a field. In this example, I’ve changed the Status to “In progress” and added 10 minutes to the time tracking. I also put in ‘description=working on this’ just to show what happens to fields that are either not in the workspace or typed incorrectly. (the description field populates automatically with whatever information you type here)

  4. Email from Footprints after reply Footprints has picked up my reply and has updated the ticket and sent a response. Note the change in status. and that Footprints treated the “description=“ as just another block of text. The “time=“ and “status=“ text was correctly placed in the fields within the ticket.

  5. Time Tracking Screen Here you see the time tracking has been updated with the number of minutes.

  6. Customer Response Customers can even respond and have the update go directly into the issue, if the issue is still open, it will change the Status to “Customer Responded”, so you can get responses to questions this way as well.

  7. Partial Field list A list of some fields and some of their options in the Customer Support Workspace

  8. Contact Information If you have any questions about updating issues via email, please send them to support.footprints@maine.gov

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