Folders allow you to organise your inbox

and increase the efficiency and quality of your customer responses.

 

 

Folder Groups are used to categorize incoming messages that relate to a particular business area, so that your agents can identify and resolve issues quickly and accurately.

Create a folder Group

Create a folder

Viewing tickets in a folder

Add Folder to a Ticket

1. Directions 1. Directions 1. Directions 1. Directions
2. Add 2. Add 2. View 2. Add
3. Label & Save 3. Label    3. Remove
  4 Save    

 

Create a Folder Group

The concept of folder groups and folders is similar to categories and subcategories.


 

 

Step 1
Select the messages tab from the top
navigation bar in ReplyManger.
Select the Folders tab from the left side menu.
 


 

 



Step 2
You will see a list of default folders.
To create your own folder group click the
dropdown on the New Folder button and
select 'New Folder Group'.

 


 

Step 3
Enter the name of the folder group
and save your changes.

 

 

Things to Note:
A folder group will only appear if there is a folder within this group.

 

 

Create a Folder


 


Step 1
Select the ‘Messages’ tab from the
navigation bar at the top of the screen.
From the left hand side menu select
Folders. In the Folders screen you will
see a list of default Folders.

 

 


 

Step 2
Click ‘New Folder’.

 


 

 

Step 3
Enter the name of the Folder,
the group you wold like to
categorise it under, the colour
and you can choose an icon as well.

 

 


Step 4
Click ‘Save Changes’.

 

 

Viewing tickets in a folder


 


Step 1
Go to  the ‘Messages’ homepage,
navigate to the left hand side menu.
You may need to open the collapsable
menu of folder to see your list of folders.

 

 

 


Step 2
Click the name of the folder which you would like to view tickets.

 

 

Add Folder to a Ticket


Step 1
Go inside the ticket you would like to
attach the folder too.


 

 

Step 2
On the right sidebar, you will see
“+ Assign folders”.
Click here to view your folders to assign.

 

 

 


 

Step 3
Click the “x” beside the folder to remove if needs be.

 

 

 

 

Need to know more? Contact our team on support@replymanager.com