Handling Support Tickets: Customer Service Basics

Learn how to manage support tickets in Piraja CRM. This guide covers creating tickets, managing priorities and statuses, assigning tickets to team members, linking to customers, and resolving customer issues effectively.

Published 11/16/2025•Updated 11/16/2025•6 min read

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:

  1. Handle More Tickets

    • Process customer requests
    • Resolve issues efficiently
    • Build service history

  2. Set Up Workflows

    • Define ticket types
    • Set up assignment rules
    • Create templates

  3. Track Performance

    • Monitor resolution times
    • Track customer satisfaction
    • Identify improvements

  4. Learn More

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