Incoming Mail
New, Ready, w/Constituent, On-Hold, Done, Won't Reply are examples of what in Indigov 2.0?
Ticket Statuses
The orange paper airplane next to a batch name
This indicates that this batch has an auto-reply rule associated with it. You can hover your mouse over the batch name to see the criteria, or click into the batch, click "auto-reply" to see criteria and edit/deactivate this rule.
I am ready to reply to a batch, how do I do that?
Click into a batch and select "Reply All" in the top right corner. You will be prompted to review the response and opinion tag (and add new tags) associated with that batch. You will also have the option to apply an office note to all tickets in that batch. At the bottom of the screen, Indigov will tell you how many tickets you're about to reply to. You're finally ready to reply. Do this by clicking "Send +" in the lower right corner. This will not only send the response and change the ticket status to "done"
I created a ticket tag called "Gun Control" but accidentally named it "Fun Control". I don't want people to think I'm lame. How can I correct that mispelling?
Click the pencil icon next to the opinion tag to rename the tag. This will change the name of the tag across all user profiles and tickets where that tag is being used).
I'm viewing my inbox now, how do I get to Outreach?
In the toolbar on the left side of the screen, click the second icon that looks like a paper airplane.
Name the three request types and give an example of when you'd use each
Correspondence, Scheduling, Casework
Two ways to assign a ticket to a batch
1. Click into the ticket and then click "Batch" button in the top right corner of the ticket.
2. Drag and drop a ticket into a batch (or to +New Batch at the bottom of the batch tab)
Can I use the same quick reply on more than one batch?
Yes!
I am using the search bar in the top right corner to search for a contact, but I need to narrow my search by applying additional filters. What is the best way to do that?
When using the search bar in the top right corner, the search will display 25 results at a time. To narrow your search, click "See All Results" or click "Search". This will take you to a fullscreen search where you can apply additional filters like status, channel, type, assignee, etc
I'm editing an Outreach draft (Step 4) but I need to rename the subject. How do I do that?
Click Subject!
A ticket appears in the Archive folder. Its status must be....
Done or Won't Reply
I just move some tickets to a batch and they disappeared from my inbox...what the heck?!
This is intentional! Since that ticket is now in a batch, no further action is required on it (until you respond to the batch). Our goal is to keep your inbox focused on tickets that need your attention. You can always view that ticket by clicking into the Batch you just sent it to, or unchecking the "needs attention" checkbox to see all tickets that have been "disappeared" this way
What are merge tags and why would I use them?
Merge tags are like Mail Merge fields you might have worked with in MS Outlook or Word. They will auto-fill values like first name or last name in an email salutation.
A constituent just wrote in on a specific issue. How do I tag that person according to their opinion?
If a constituent contacts an office to share an opinion, staff should log a ticket and tag according to an opinion. If staff get in the habit of adding opinion tags directly to profiles, we lose track of actual consitutent interactions (E.g. how many people called in this week on a particular issue).
How do I preview my office's public facing subscriber page?
Outreach->Audiences->Subscribers->Main Subscribers Page
The blue dot next to a ticket, what it means and what causes it to disappear
This means a ticket is unread by anyone in the office. If someone opens that ticket, the blue dot disappears for everyone.
I am trying to rename a batch and Indigov won't let me!
Indigov will not let you use a name that is already used by another batch (and will flash an error message)
Is there any delay between when I reply to a batch and when the response is actually sent? (And is there a grace period where I can cancel a send?)
Yes! There is a 10min delay between the time you manually click "Reply" on a batch and when the response is actually sent.
When you reply to a batch, you will see every ticket in the batch has the word "queued" next to it. This means the response has not been sent yet, but the countdown has started. You can cancel the response for the whole batch by clicking the "cancel" button in the top right hand corner.
I'd like to address everyone as Dear Friend (we are friends, after all). How do I do that?
"Dear Friend" is a salutation frequently used by spammers and may cause your emails to be unfairly flagged as spam. Many constituents you respond to will have enough contact information to receive a personal greeting, but otherwise, we recommend choosing a different "fallback" address.
Explain the big difference between a Subscriber Group and a Segment
Subscribers are "opted-in" and are typically organized by a topic or common interest that they would like to receive updates on. Segments are usually non-opted-in and organized based on a shared attribute or interest, although they have not yet subscribed to the relevant subscriber group.
User: "I'm seeing the same ticket appear in more than one SmartFilter. How do I delete the duplicates?"
Not duplicates! SmartFilters display tickets based on the attributes of those tickets or contacts. If a ticket is displayed in more than one SmartFilter, it means it matches the filter criteria for both
(This is normal, although you can filter out specific tickets using the filters at the top of the page)
What are the three types of Rules in Indigov? Explain in plain language when we would use them.
1) auto-batch 2) auto-response, 3) apply opinion tag
Auto-batch rules will automatically send incoming tickets to batches
auto-response will..auto-respond to incoming tickets
apply-opinion-tag rules will automatically apply opinion tags.
I would like to add an opinion tag to every ticket in this batch as a I respond to it. Will this new tag be added to the quick reply I'm using, or will it be specific to this batch?
When you "solve" a batch by clicking "Won't Reply" or "Reply All", you have the option to add an opinion tag to every ticket (and contact) in the batch. This opinion tag will be added in addition to whatever tags are included in the Quick Reply (if you're using one). However, since we assume that a contact cannot have two opinions about the same issue (e.g. Gun Control PRO and Gun Control CON), if there is a conflict between two opinion tags applied at the same time (e.g. the Quick Reply includes "Gun Control Pro" but a user chooses to apply "Gun Control Con" while solving a batch), Indigov will apply the "last" tag, in this case case "Gun Control Con"
A constituent called the office trying to update their communication preferences. I was able to update this for them, but in the future, is this something they can do themselves?
Yes! A constituent can manage their own communication preferences by clicking the "Unsubscribe" link in the footer of proactive emails ("Outreach"). When a constituent clicks that link, they will be taken to a webform that allows them to update their communication preferences and submit them. When a constituent submits their updated preferences, Indigov automatically updates their profile based on their response.
How can I preview an Outreach before I send it out? (And is this the way it will look for everyone?)
You can preview your Outreach by using the eyeball icon in the lower left corner. Before sending (in Step 5), you will also be prompted to send yourself a test.