Communication: tickets, notifications and newsletters

The Communication heading holds three ways of talking to your dealers and staff: support tickets (a conversation about one problem), notifications (a message on everybody's dashboard bell) and newsletters (one message to many, by e-mail, SMS or WhatsApp). Messages from the public come in through the website's Enquiries inbox (see The website); campaigns to patients are the Notifications & Marketing addon.

Support tickets

A ticket is one conversation about one problem — two units dead on arrival, a payment that does not show, a parcel damaged by the courier — with every reply, attachment and status change in one place.

Communication → Support Tickets lists them with the ticket number, subject, dealer, department, priority, status and last reply. Filter by dealer, priority and status; tick several and Close the ticked tickets when a batch is done. The sidebar counter shows how many are Awaiting your reply.

Opening a ticket

Dealers open tickets from their portal. You can also start one with Open a ticket with a dealer: choose the Dealer (or — internal note — for something only staff should see), a Department, a Priority (Low, Medium, High, Urgent), the Subject, your Message and an optional Attachment, then Create the ticket. Ticket numbers come from the Ticket prefix under Settings (TKT-2026-0001).

Answering

Open a ticket to see the whole thread. Write Your reply, attach a file if needed and press Post the reply. On the right, Manage the ticket: its Status, Priority and who it is Assigned to. Reach the dealer gives one-click e-mail, phone and WhatsApp contact.

The statuses:

The dealer is told about each reply on their dashboard and by e-mail.

Notifications

A notification is a short message that appears under the 🔔 bell of the people it is meant for, with a red counter until they read it.

Communication → Notifications → write the Title, the Message, pick a Tone (Information, Good news, Warning, Urgent), an Icon and an optional Link, and choose Send to:

• Everyone — staff and dealers.
• All dealers, or One dealer.
• Staff only, or One user.

Also send by adds E-mail, SMS or WhatsApp on top; the dashboard notification is always created. Press Send the notification.

Sent notifications lists what went out and how many have Read it.

The system sends notifications of its own as well: a new dealer application, a price list published, a payment waiting to be confirmed, a warranty about to expire, an overdue invoice, a follow-up due today, an addon key that arrived. With the Notifications & Marketing addon, campaigns and reminders appear in the same place.

Newsletter

Communication → Newsletter sends one message to many people at once.

1. Compose: a Subject, the E-mail body (a rich text editor), and a shorter SMS / WhatsApp text.
2. Pick the Channels — e-mail, SMS, WhatsApp, or several.
3. Pick the Audience: Everyone, Dealers, Sub-dealers, Staff, or Choose dealers to tick them one by one. The numbers in brackets show how many people each group holds.
4. Send now, or Save as draft to finish later.

History lists every newsletter with how many were sent and how many failed, and a Recent delivery log shows each address or number. For WhatsApp in click-to-chat mode the screen gives you WhatsApp chats ready — one link per recipient, each opening WhatsApp with the message typed.

E-mail newsletters go through E-mail Setup and the mail queue, so a big list is sent in batches by the cron job rather than all at once.

Subscribers

People who sign up for news on the website are under Website → Subscribers. To mail them, send a newsletter or use the Marketing addon's campaigns.

Which to use