Moxie includes a full featured request & ticketing module that allows seamless communication and tracking of client requests. These requests could be for new work, trouble tickets (here's looking at you Web Admins!), changes to SOWs, etc. You have the ability to configure and utilize the request system in any way that makes sense for your business. Adding structure to your client communications is always beneficial.
Requests can be submitted via email or directly from within the Client Portal via an online form. Comments and updates can be made by replying to request notification emails or by accessing the ticket directly in the client portal (for your client) or from the tickets tab within each client.
Step 1 - Configure your requests
The settings for your requests can be created and edited under workspace settings > communicator > requests & tickets.
A request type defines a specific class of request that your clients might need to submit to you. Each request type should have a label to define the type, a specific list of statuses to categorize the request (New, Open, Working, Waiting for Feedback, etc) and, optionally, an attached Moxie form.
If you are a writer, you might have: New Blog Post or Blog Post Revision. If you are a website developer/admin, you might have things like: Website issue, New page, etc.
These settings will control what your client sees within the client portal when they submit a new request to you. Here are examples of what the experience looks like with and without an attached form.
More about creating a form in this article.
Step 2 - Grant access in client portal (optional)
Grant access to this feature from your client portal settings. Click your workspace settings in the lower left and choose client portal. You can control whether the requests/tickets feature is enabled in Client Portal by navigating to the features tab and toggling the checkbox on/off.
This step is optional. You could use client tickets and requests simply in your email by using email forwarding.
Step 3 - Submitting new requests
New requests are entered into the system in two ways.
Client Portal: Within the client there is a tab on the left navigation (if enabled) to give your clients the ability to view and update existing requests and submit new requests. Accessing requests via the client portal is the most robust way to have your client submit as they will have the ability to select the request type that matches the type of work they need as well as filling out any attached form you have connected with the request workflow.
Email: Every Moxie workspace has a custom email address that allows new requests to be created when emails are received from known contacts. Any contact that you have added to your client file with an email address is a known contact.
A contact that you have imported or added to Moxie can email this custom email address and it will create a request/ticket.
You can find your custom email address by navigating from your workspace settings in the lower left > communicator > requests & tickets tab. (Note: Emails from unknown contacts will be rejected by the request system.)
There are three ways you can use your custom workspace email address.
First, you can give your custom email address directly to your clients and ask them to send emails there when they need work from you.
Second, you can set up a forwarding email from your own domain / email host to forward emails from a more "on brand" address to your custom Moxie address. You could do help@mydomain.com or support@mybusiness.com, etc. Please refer to your email providers documentation on how to set up email forwarding from a specific address.For Google Workspace users, please see this help article that describes steps to retrieve your forwarding confirmation number.
For all other types of email providers, you must register your forwarded email using the provided registry on the Requests & Tickets screen:
Third, is to simply have your clients continue to email you directly. You can forward the email you have received in your inbox to your custom email address. The request email system will detect that the email is being forwarded from you and search the contents of the forwarded email to detect what client the request should be opened on behalf of!
Step 4 - Managing requests
Requests are managed via your Communicator Inbox and appear as a discrete channel in your inbox with all of the same features as Text, Voice, and Email. You can archive, snooze, mark as read, etc. (Note: Requests are visually differentiated from emails based on their status labels and the request icon.)
Clicking into a request provides an interface for managing the status as well as adding both public and private comments and viewing any attached form information or file attachments that were submitted with the original request or any subsequent comments.
Any time you add a public comment to the request, an email will be delivered to your client contact as well as any contacts that were CC'd on the original request.
You have the ability to add a private note that is only visible for internal users to your Moxie workspace. (Note: Private notes will appear in yellow in the activity stream.)
Step 5 - Marking requests as complete
Once the work as been completed and you want to mark the request as being complete, you can either check the "closed" input in the request form or you can simply choose to "Archive" the inbox communication.
Your client will be notified that the request has been closed and their client portal will be updated to reflect the new status of the request.
As with all new features we add to Moxie, we love to hear your feedback. Please don't hesitate to chat with us and let us know what you think of the new request system or you can add your feedback directly to our feedback site!