Create and handle your first support ticket in Piraja so customer requests are tracked and never lost. From creation to close.
Before you start
What you need
The Tickets module must be enabled for your business. If you don't see it, ask your business administrator. For full setup (including Mailbox and SLA), see How to Set Up Customer Support with Tickets. You'll also need the customer as an Individual or Organization so you can link the ticket to them.
Create your first ticket
Step by step
- Open the Tickets module and choose Create ticket (or equivalent).
- Enter an issue description (what the customer asked for or reported).
- Set priority (e.g. low, medium, high, urgent) so the team knows how to prioritise.
- Assign the ticket to yourself or a teammate.
- Link the ticket to the customer: select the Individual or Organization who contacted you.
- Save. The ticket is now in the list with status open (or similar).
Work and close the ticket
While you work
- Work on the issue: Reply to the customer (email or in your normal channel). If you use Mailbox, you can link the email thread to the ticket so the conversation is in context.
- Update status: Move the ticket to in progress while you work, then to completed or closed when the issue is resolved.
- The ticket stays linked to the contact so you have a full support history for that customer.
Best practices
Always link the ticket to the customer
So you have a full support history on the contact and the team sees who the request came from.
Set priority and assign clearly
So the right person handles it and urgent issues get attention first. Use the Tickets list or dashboard to spot at-risk or overdue tickets.
Next steps
For more see Handling Support Tickets and Customer Support Ticket System. For SLA tracking see How to Use SLA with Support Tickets.
Frequently asked questions
Can I link an email thread to the ticket?
Yes, if you use the Mailbox module. See How to Link Email to Contacts and Deals.
Who can I contact for help?
Contact support at support@piraja.io.