Support Module in Intrix – Helpdesk

We have developed a Helpdesk/Ticketing module in Intrix that makes your customer support team's work much simpler. It lets you track and handle all customer interactions in one place.

The Ticketing module automatically converts every incoming email into a support ticket, which then appears in Intrix. This gives you a clear overview of received and sent tickets, the full communication with the customer, and internal communication between colleagues. Along with the ticket content, the module also shows its priority (for example, whether urgent support is needed) and its current status.

Every Intrix user who communicates with customers by email must first set up an email signature. The signature then appears automatically in the message window. To set it up, click the arrow next to your avatar and select "My profile" from the drop-down menu.

In your profile, scroll down to the "Email signature" field. You can paste an existing signature or create a new one with the built-in text editor. When you are happy with it, click "Save changes".

To track all your customer communication in Intrix, the following must be set up first:

To receive email in Intrix

Enable automatic forwarding from the [email protected] address to the Intrix address we provide.

To send email on your behalf

We need access to your outgoing mail server (SMTP). We do not download any email through this access; we only use the SMTP server to send messages.

All tickets that customers send by email are collected on a single tab of your choice, wherever you need this communication. For example, this can be the Support, Service, Complaints or Inquiries tab. This gives you a complete overview of all customer tickets at all times.

As in any other email inbox, Intrix gives you a clear view of received and sent messages. The left side lists all tickets sent by customers, along with the date received, the sender, the sender's company and a short preview of the content.

When you click a ticket, the full message and the entire conversation with the customer open on the right.

The inbox also shows the status of each ticket. This lets you quickly tell apart tickets that support has not yet accepted, tickets in progress, tickets waiting for more information and tickets where the customer has already been notified. You can rename the statuses to suit the way your business works.

Above the list of tickets there are three icons. The magnifying glass icon helps you quickly find the exact ticket you need. For example, if you are looking for a ticket titled "Help", type the word into the search field and press Enter. The matching ticket will appear.

The other two icons refresh the list and sort the tickets. The refresh icon makes sure you always see the latest data. The sort icon lets you order tickets by creation time or by status, in ascending or descending order.

When you take on a ticket, you can also assign who will work on it, such as a developer, a support colleague or a project manager. You can do this in the same view by opening the additional information panel on the far right. There you can see the ticket number, the date it was created, who took it on and who is assigned to it.

If you scroll down a little, you will see the tasks linked to the ticket. You can add a new task by clicking the green "+" button. This way you can manage all key information directly from the inbox.

Emails received from the customer are always shown on a grey background. Your own messages, i.e. replies to the customer, are shown on a blue background. This makes it easier and faster to tell incoming and outgoing email apart. Arrows also show whether a message is outgoing or incoming.

Under each message there are four options for continuing the conversation. You can reply to the sender only, reply to everyone involved in the conversation (in the "To" and "Cc" fields), forward the message or add an internal comment.

To reply to the customer, click the second button, "Reply all" (if other recipients are in Cc). A new window opens on a blue background showing the recipients, including those in Bcc. To add a recipient in Cc, first expand the field by clicking "Cc" in the top right corner of the window.

In the next field, you can start writing your message. You can format the text as you like, for example by adding headings and paragraphs, making parts bold, changing the font colour and so on.

You can add images by drag and drop or by clicking the image icon. You can also add attachments if needed.

You now have more space when writing emails, which gives you a better overview of the content and makes replies easier to prepare. There are two additional ways to write an email:

Both options are available directly in the reply window. On the far right, click Change layout or Expand to adjust the view to the amount of content you are working with.

The larger editor makes writing messages clearer, and you can still review previous replies in the same view and quickly pull the information you need for a new message.

You can also use the AI assistant to help you write. Click the first AI icon in the text editor. This opens the assistant, which makes complex messages easier to write.

To proofread text or translate it into another language, click the second icon – AI shortcuts. These shortcuts also let you summarise previous messages, adjust the tone of the text and more. You can also use the microphone to dictate text. Your speech is automatically converted to text directly in Intrix.

You can read more about the AI assistant here.

You can create a new template directly from a reply you have written. Once your reply is ready to be saved as a template, click the Templates button below it. A drop-down list of all saved templates opens.

To save a new template, select Save as template. A pop-up window opens where you enter the template name and save it.

Users in the Administrators (subscriber) group also have the option to tick Set as shared template when saving. This makes the template available to other users as well.

The next time you click Templates, a separate Shared templates section appears alongside your own templates, containing the shared templates available to all users.

To add an internal comment to notify a colleague or someone else in your company, click the orange "Add note" button. If you type @ in the comment, a list of everyone you can tag appears. Tagged people are also notified of the comment by email.

Besides individuals, you can tag entire user groups, such as @Support, to notify several colleagues at once.

If you start a message in Ticketing but leave the page without sending it (for example, by switching to another tab in Intrix), the draft is saved automatically. It stays saved until you send or discard the message, even if you log out and log back in to Intrix.

You can check the number of saved drafts at any time in the Drafts section on the left.

By clicking the eye icon above the message list, each user can choose which messages and comments are shown. By default, all incoming and outgoing messages and internal comments are shown. If you untick an option, that content is no longer shown.

Selecting "Clear selection" unticks all options at once, so no entries are shown. Selecting "Select displayed options" ticks all options again and makes all content visible.

If you expand the far left side of the inbox, you will see different views that make filtering messages easier, for example this year's support or all open tickets.

To create a new view, click the "Create new view" button at the bottom. A new window opens where you enter the view name, choose whether the view is shared or default, and set the filter criteria. For example, to track only the support tickets of a specific assignee, select that assignee and save the view.

You can mark any message with a star to add it to your favourites. On the left, among the views, there is a separate "Favourite" view that collects all messages you have ever starred. This gives you quick access to important messages without needless searching.

We have also prepared a useful webinar on the Ticketing module. Join Marko Bauman, Director of Product at Intera, as he shows in practice how to track and resolve customer tickets efficiently and answers participants' questions.