How to set up Optanik Support and work tickets

Connect your support email to Optanik Support

Settings → Ticket Notifications connects your email. Forward the address people already use, like support@ your company, to your ticket email. Every message that arrives opens a ticket or adds a reply to one. Auto CC fills in addresses on every reply, and Auto-tickets turns Optanik alerts into tickets automatically: a computer going offline, high usage, Windows updates, security problems, failed installs and more.

Inbound email needs a paid account: at least one paid Optanik endpoint, or at least one paid Optanik Support technician seat.

To send notifications from your own mail server, fill in Settings → SMTP and use the address you forward as the From email, so replies land back on the ticket.

Set up categories, teams and round-robin in Optanik Support

Settings → Categories & Teams: categories are your ticket labels, with one default for new tickets. Teams group your technicians. New tickets go to the default team, then round-robin to its technicians so the work spreads out evenly. If you'd rather assign tickets yourself, don't set a default team.

Work a ticket in Optanik Support

Open a ticket to see its number, status, priority, requester and history, top to bottom.

• Reply emails the requester. Add people on Cc and attach files.
• Internal note is for your team only; the requester never sees it.
• Schedule Meeting books an OptaMeet call for the ticket, and Instant Meeting starts one now. After a meeting scheduled from the ticket, OptAi adds a summary as an internal note.
• The device panel shows the linked computer: online status, user and address, with buttons to open it in Optanik, take remote control and see its history.
• Properties sets status, priority, category, technician and team. Press Update to save.

Use the Optanik Support queue and views

All tickets is the full queue, filterable by workspace, status, priority, category and dates. Views include My tickets, Unassigned, Open, Pending customer, Pending internal, Resolved and Closed. Quarantined holds suspicious tickets from the public form without sending notifications.

Customize Optanik Support email templates

Settings → Email templates covers the confirmation, opened, reply, changes, resolved and closed messages. Click a field, like the ticket number or the customer's name, to drop it in, with a live preview of what the customer sees.

Optanik Support reports

Reports covers volume, technicians, categories, priority, response time and sources, for any time range. Print any report or save it as a PDF.