Messages and Notes

A Message is the recommended mechanism for storing communications related to a Ticket. If a Queue has been configured for fetching emails, a Message is the only mechanism by which fetched emails are automatically are stored within a Ticket. If a Queue has been configured for sending email, the data and attachments of a Message are sent in the email. The following are characteristics of Messages:

• Messages may be created via email. If attachments are included as part of the email, they are stored with the Message.
• Messages may be created using the Staff Portal.
• Messages received via email from the customer may be distributed via email to Ticket Subscribers via email. This is configurable.
• Messages received via email from BillMax Staff may be distributed via email to Ticket Subscribers as well as the customer. This is configurable.
• Messages may be viewed and created by a customer using the Customer Portal. This is configurable.
• Messages may not be edited.
• Messages created via the Staff Portal have "Edit as New" functionality. The end result is a new Message.
• Messages belonging to a Ticket may be moved to a different Ticket.
• Messages may be moved to a new Ticket whilst creating the new Ticket.
• Messages have an HTML editor in the Staff Portal and Customer Portal.

Notes associated with Tickets are the same Notes used throughout BillMax. The following are characteristics of Notes:

• They are used to store simple text.
• They are created through the Staff Portal only.
• They may be edited and deleted.