Customer Service Tickets Import

Customer Service Tickets Import

Customer Service Tickets Import

Overview

Transvirtual lets you create Customer Service Ticket EDI (Electronic Data Interchange) import rules that allow you to import Customer Service Ticket updates from other systems or emails, or to create new Customer Service Tickets. Navigate to Import/Export > Data Import > Customer Service Tickets to create an EDI rule. This article runs through a common example: a customer emailing you to enquire about a consignment.

Note: this article assumes you have SMTP set up, as that is the best way to use the Customer Service Ticket process. For instructions on setting up SMTP, see the Global Setup article.

Create the Import Rule

  1. On the Customer Service Ticket page, you see a screen similar to the one below.
  2. Click Add Import Rule. A Create New Import Rule pop-up displays.
  3. Fill in the details, then click Create to create the EDI import rule:
    • Rule Name: the name assigned to the EDI import rule. The name should be reflective of what the rule does or is used for. This example names the rule "Test 01".
    • Import Framework: the method Transvirtual will use to import and create new Customer Service Tickets. This example uses Transvirtual Email Account.
  4. The rule appears in orange in the list, indicating it is not yet active. Click the rule; its settings appear on the right side, as shown below.

Configure the Import Rule

  1. On the rule detail tab, configure the details for this EDI rule:
    • Rule Name: this is already populated from when you created the rule. This can be changed if needed, but the name should be reflective of what the rule does or is used for.
    • Import Framework: this is how the Customer Service Tickets will be created. In this example, we are using Transvirtual Email Account, which means any emails sent to the email listed against this rule generate a new Customer Service Ticket. To generate an email linked to this import rule, click the Settings button next to this field.

      The View the Email Settings for this Import Rule pop-up displays.

      Click Generate Address, then click Update to apply an email to this EDI import rule.
    • Import File Type: the import file type that must be used to create Customer Service Tickets via this import rule. This example sets it to Email Only, so any emails sent to the Transvirtual email linked to this EDI rule generate a Customer Service Ticket.
    • Customer (Optional): lets you specify a customer to associate with any Customer Service Tickets generated via this EDI rule. Only use this field when Customer Service Tickets created will always be for this customer.
    • Agent/Supplier (Optional): lets you specify an Agent/Supplier that will apply to any Customer Service Tickets created via this EDI rule. Only use this field when Customer Service Tickets created will always be for this Agent/Supplier.
    • The remaining settings specify Date/Time Formats, if they differ from what has been set up in your account. Configure these if required; this example leaves these fields blank.
      Note: Ensure the correct Timezone has been set.
    • Once the settings are configured, enable the EDI rule by clicking the Enable Import toggle to Yes, then click Update at the top of the page to save the changes.
    • Your EDI rule is now white in the list, indicating it is active.

Important

The above details how to create and set up the EDI import rule to allow Customer Service Ticket creation via email. The best way to use this process is to set up SMTP (see the Global Setup article linked above). Typically, you would set up a Customer Service email address to act as your SMTP email account in Transvirtual.
When a customer emails you regarding one of their consignments, forward that email from your Customer Service email to the email linked to this import EDI rule (found by clicking the Settings button next to the Import Framework field). You could set up an auto-forward for your email to help automate this; this is not something Transvirtual can assist with.
Doing this generates a new Customer Service Ticket, which appears in your account. Transvirtual attempts to attach a newly created Customer Service Ticket to a consignment or existing Customer Service Ticket if the subject line of the email matches any existing Customer Service Tickets or consignments in your account.

Related Article

For more detailed information about shared EDI import concepts, see Shared EDI Import Concepts.