The Tickets module helps you manage customer support requests efficiently. This guide teaches you how to create tickets, set priorities, track status, assign tickets to team members, link to customers, and resolve issues effectively.
Understanding Support Tickets
What Are Tickets?
Tickets are customer support requests. They represent issues, questions, or requests that need to be addressed.
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
- Issue description (required): Brief description of the issue
- Description: Detailed information about the problem
- 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
Issue description:
- 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
- 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