Support Copy
Every step of every support ticket — raised, answered, assigned, escalated, resolved, closed — sent by email to the support desk within a minute of it happening. support@tranxact.ai unless you change it. Only what happens from the moment copying began is sent, and internal notes stay inside unless you tick them in.
Where to find it
Address in the console: /platform/mail-support-copy
List · 6 columns · 3 fields on its form · 1 of them required · 1 action
What the list shows
These are the columns of the list, in the order they are drawn. Any of them can be sorted on, filtered on, hidden, or exported.
| Column | Kind | Field name |
|---|---|---|
| Sent to | Text | forward_to |
| On | Yes or no | is_enabled |
| Internal notes | Yes or no | include_internal |
| Copying since | Date and time | since |
| Last run | Date and time | last_run_at |
| Last run sent | Number | last_forwarded |
The form
What is asked for when a record is created here. Required fields are marked; a choice drawn from a configuration list is one an administrator can extend without a release.
| Field | Type | Choices | Notes |
|---|---|---|---|
| Send every ticket step to required | Text | support@tranxact.ai unless your own support desk should have them. | |
| Copy ticket progress | Yes or no | ||
| Include internal notes | Yes or no | Notes the answering team writes for itself. Off unless the desk above is that team. |
What you can do here
Send now primary
Copy what is new now
The rules that apply here
Everything on this screen obeys the platform rules rather than rules of its own. The ones worth knowing before you use it:
- Narrowing a list — search, conditions, sort, totals, export and saved views.
- What may be changed — the five grounds a record may not be edited on.
- Companies and business units — what the switcher above this list is doing to it.
- Creating a record — required fields, where choices come from, and how the number is allocated.
- Importing a spreadsheet — this screen accepts one, and it runs through the same rules as typing.