Customer Support User Experience
Here is an example correspondence from a user reporting a problem through the station information.
Example of a user sending in a ticket
You are able to see the name of the user, when was it created, and a brief description of the ticket. When you open the ticket, you will be redirected to Problem Details for additional information. Below the problem details, you have the Communication Log wherein you can respond to the user or save an internal note.
Example of Customer Support Ticket and Response
If the user decides to respond to your email, they will need to click Reply to continue the same correspondence.
Example of User Response in Gmail
Example of how the user response is shown on the communication log
Note: Even if you have clicked Close Problem for the ticket, the ticket will automatically be reopened if you get a response from the user.