Managing Communication & File Attachments in Support Tickets in Britixo CRM UK?

Introduction

Effective communication is the heart of excellent client support. In Britixo CRM UK, the Support & Tickets feature allows you to exchange updates, share documents, and maintain a complete history of all interactions in one secure place. Every message, file, and update is stored against the ticket for compliance and transparency — and with Britixo’s secured SMTP email server, clients receive timely notifications.

This guide walks you through how to send replies, add internal notes, and share files within tickets, so your support process stays smooth and professional.

Step-by-Step: Managing Communication & Files

✅ 1. Replying to a Ticket

• Open the ticket from the Tickets Overview page.
  
  

• Scroll to the Reply section at the bottom.
  
  

• Write your message in the text editor:
  
  

• Keep it clear and professional.
  
  

• Include all relevant details to avoid back-and-forth emails.
  
  

• Click Send Reply.
  
  

• The client will receive an email notification instantly (via Britixo’s secure SMTP email system).
  
  

💡 Tip: Use templates for common replies to save time and maintain consistent tone.

🗒️ 2. Adding Internal Notes

• Internal notes are visible only to your team, not to clients.
  
  

• Click Add Note in the ticket’s sidebar.
  
  

• Type your message — for example, progress updates or instructions for another team member.
  
  

• Save the note; it will appear in the ticket’s history as an internal-only entry.
  
  

💡 Tip: Use internal notes to document phone calls or offline discussions about the ticket.

📎 3. Attaching Files to Tickets

• In the reply box or note section, click Attach File.
  
  

• Browse and select the document or image from your device.
  
  

• Supported file types include PDFs, Word documents, Excel spreadsheets, images, and more.
  
  

• Multiple attachments can be added in one update.
  
  

• Click Send to include the files in your reply or save with your note.
  
  

🔔 4. Client Notifications

Every time you reply to a ticket or attach a file, Britixo automatically:

• Sends the client an email notification with the update.
  
  

• Includes a secure link for the client to log in and view the ticket.
  
  

You can customise notification templates in Settings → Email Templates to reflect your brand’s tone.

📜 5. Viewing Communication History

• Scroll through the ticket to see a full timeline of:
  
  

• All replies (staff and client)
  
  

• File uploads
  
  

• Internal notes
  
  

• Status changes
  
  

• Each entry includes date, time, and author details — keeping everything transparent and trackable.
  
  

Best Practices

• Keep replies concise but complete.
  
  

• Avoid jargon; use client-friendly language.
  
  

• Always confirm receipt of critical documents.
  
  

• Use internal notes to keep sensitive details away from the client view.