Getting Started as an Admin in SyncriTix

Welcome to SyncriTix! This advanced ticketing product empowers your support teams to deliver timely and consistent support, increasing productivity and customer satisfaction.

Important Terms

To get the most out of SyncriTix, take a few minutes to understand some important concepts in the system.

Support Tickets

New incoming emails from your client are automatically assigned a ticket number. Future correspondence, inbound from the client or outbound from a support representative, will be associated with the same ticket number.

Profiles

A profile represents a managed email address belonging to a shared Inbox. For example, you could have profiles for:

  • sales@yourCompany.com - For emails sent to your sales department
  • support@yourCompany.com - For support-related issues
  • investor.relations@yourCompany.com - For investors

There are two types of profiles in SyncriTix. Refer to this page for details.

Agents

Agents correspond to employees within your organization, with one or more roles assigned, who are responsible for:

  • Responding to your client's emails - role: agent
  • Configuring SyncriTix- role: administrator
  • Running Reports - role: manager

Order of setup

Following is a list of tasks that you must complete for SyncriTix to process emails.

Create one or more profiles
Steps
  1. Log in using an account with the administrator's role
  2. Click Configuration on the left
  3. Click Add Profile. The following screen will walk you through the process.
Create one or more agents
Steps
  1. Log in using an account with the administrator's role
  2. Click Configuration on the left
  3. Add Add Agent
  4. Assign the appropriate role for the agent and profiles they have access to.

    Important: Only the users with the role of Agents will be able to respond to client's emails. Administrators and Managers will not be able to view or respond to tickets.

Configure AI Agents
Steps
  1. Log in using an account with the administrator's role
  2. Click AI Agent on the left
  3. You can create an Agent for every profile. Each AI agent can have separate values for training sources and system prompts. For example, the support agent may have a different system prompt than the one for sales.
Add/Modify Knowledge Base Articles
Articles in the Knowledge Base serve two purposes: they help agents respond efficiently, and they are used to train the AI agents. These articles are indexed in the background, allowing fast searches.
Steps
  1. Log in using an account with the administrator's role
  2. Click Knowledge Base on the left
  3. Click Add Article
Optionally, configure Auto Responders
Using Auto-Responders, you can configure SyncriTix to reply to certain messages automatically. For example, when a client sends a new email to your support department, SyncriTix can send an auto-reply acknowledging the receipt of their message.
Steps
  1. Log in using an account with the administrator's role
  2. Click Auto Responses on the left
  3. Click Add Auto Response
  4. Responses are generated when certain events occur in the system. For example:
    1. When a new email comes in
    2. When a ticket is closed automatically because no response was received from the client's end
    3. Alerts when a ticket is left open for several days. These alerts can be sent to agents within your organization.