Understanding Support Tickets
What Are Tickets?
Tickets are customer support requests. They represent issues, questions, or requests that need to be addressed.
Ticket Types:
- Support Tickets: General customer assistance, technical questions
- Repair Tickets: Equipment issues, hardware problems
Why Use Tickets?
Organization:
- Centralize all customer issues
- Track everything in one place
- Never lose a request
Efficiency:
- Prioritize urgent issues
- Assign work to team members
- Track progress
History:
- Complete interaction records
- Customer service history
- Learning from past issues
Creating Your First Ticket
Step-by-Step Guide
1. Navigate to Tickets
- Click "Tickets" in the main navigation
- You'll see the tickets list
2. Click "Create Ticket"
- Click the "Create Ticket" or "+" button
- A form will open
3. Fill in Ticket Information
- Title (required): Brief description of the issue
- Description: Detailed information about the problem
- Type: Support or Repair
- Priority: Low, Medium, High, or Urgent
- Status: Start with "Open"
4. Link to Customer
- Link to an Individual or Organization
- This connects the ticket to your contact
5. Assign to Team Member (optional)
- Assign to yourself or a team member
- Leave unassigned for team pickup
6. Save
- Click "Save" or "Create"
- Ticket is created with a case number (e.g., 250127001)
Ticket Information
Case Number:
- Automatically generated
- Format: YYMMDDXXX
- Unique identifier
- Use for reference
Title:
- Brief, descriptive
- Make it searchable
- Include key issue
Description:
- Detailed problem description
- Steps to reproduce (if applicable)
- Customer's account of issue
- Any relevant context
Priority Levels Explained
Understanding Priorities
Low Priority:
- Non-urgent issues
- Can be handled during normal operations
- No immediate impact
- Example: General question, feature request
Medium Priority:
- Standard support requests
- Require timely attention
- Moderate impact
- Example: Minor bug, account question
High Priority:
- Important issues
- Need prompt resolution
- Significant impact
- Example: Service disruption, major bug
Urgent Priority:
- Critical issues
- Require immediate attention
- Severe impact
- Example: System down, security issue
Setting Priorities
Consider:
- Impact on customer
- Business impact
- Urgency
- Customer expectations
Best Practice:
- Be realistic with priorities
- Don't overuse "Urgent"
- Update as situation changes
- Communicate priority to customer
Ticket Status Workflow
The Four Statuses
Open:
- Ticket just created
- Awaiting assignment or review
- Initial status for all tickets
In Progress:
- Work has begun
- Actively being worked on
- Assigned to team member
Completed:
- Issue has been fixed
- Work is done
- Awaiting customer confirmation
Closed:
- Fully completed
- Customer confirmed resolution
- Final status
Moving Through Statuses
Open → In Progress:
- When you start working on the ticket
- Update status
- Add notes about what you're doing
In Progress → Completed:
- When issue is resolved
- Update status
- Add resolution notes
- Notify customer
Completed → Closed:
- When customer confirms resolution
- Update status
- Close the ticket
- Archive for records
Tip: Keep statuses current. This helps with reporting and team coordination.
Assigning Tickets
Why Assign Tickets?
Organization:
- Know who's working on what
- Distribute workload
- Track team performance
Accountability:
- Clear ownership
- Follow-up responsibility
- Performance tracking
How to Assign
When Creating:
- Select assignee during creation
- Choose from team members
- Leave unassigned for team pickup
After Creation:
- Open the ticket
- Find "Assigned To" field
- Select team member
- Save
Team Pickup:
- Leave unassigned
- Team members can claim tickets
- Use "Claim" button
- Distribute work evenly
Assignment Best Practices
Balance Workload:
- Distribute tickets evenly
- Consider expertise
- Consider availability
Match Skills:
- Assign to appropriate team member
- Consider specialization
- Use expertise effectively
Track Assignments:
- Monitor who has what
- Identify bottlenecks
- Reassign if needed
Linking Tickets to Customers
Why Link Tickets?
Linking tickets to customers:
- Connects issues to your contacts
- Shows all tickets for a customer
- Tracks customer service history
- Better customer understanding
How to Link
When Creating:
- Select customer during creation
- Choose Individual or Organization
- Link is created automatically
After Creation:
- Open the ticket
- Find "Customer" section
- Click "Link Customer"
- Search and select
- Save
Viewing Customer Tickets
From Customer Record:
- Open Individual or Organization
- Find "Tickets" tab
- See all linked tickets
- Track service history
Benefits:
- Complete customer view
- See all interactions
- Identify recurring issues
- Provide better service
Resolving Tickets
Resolution Process
1. Work on the Issue
- Investigate the problem
- Find the solution
- Test the fix
- Document your work
2. Update Status to "Completed"
- Mark as completed
- Add resolution notes
- Explain what was done
- Include any follow-up needed
3. Notify Customer
- Let customer know it's resolved
- Provide solution details
- Ask for confirmation
4. Close the Ticket
- When customer confirms
- Update status to "Closed"
- Archive for records
- Complete the process
Resolution Notes
What to Include:
- What the issue was
- How you resolved it
- Steps taken
- Any follow-up needed
- Customer communication
Best Practices:
- Be clear and detailed
- Use customer-friendly language
- Document for future reference
- Help team learn from solutions
Best Practices
Ticket Management
Quick Response:
- Respond to tickets promptly
- Set expectations
- Keep customers informed
- Update status regularly
Clear Communication:
- Use clear, friendly language
- Explain technical issues simply
- Keep customers updated
- Set realistic timelines
Thorough Documentation:
- Document all interactions
- Add detailed notes
- Record solutions
- Help team learn
Customer Service
Customer Focus:
- Put customer first
- Understand their needs
- Provide solutions
- Build relationships
Follow Up:
- Check if issue is resolved
- Ask for feedback
- Ensure satisfaction
- Build trust
Learn and Improve:
- Review resolved tickets
- Identify patterns
- Improve processes
- Train team
Next Steps
What to Do Next
After creating your first ticket:
-
Handle More Tickets
- Process customer requests
- Resolve issues efficiently
- Build service history
-
Set Up Workflows
- Define ticket types
- Set up assignment rules
- Create templates
-
Track Performance
- Monitor resolution times
- Track customer satisfaction
- Identify improvements
-
Learn More
- Read the Tickets Module Guide
- Explore service integration
- Learn about equipment tracking