Ticket Management
Track customer issues and support requests through the ticketing system.
Creating Tickets
Section titled “Creating Tickets”Support tickets can be created:
- Manually by support staff
- Automatically from customer emails
- Via the customer portal
- Through API integration
Ticket Information
Section titled “Ticket Information”Each ticket contains:
- Ticket Number - Unique reference number
- Customer - Linked customer account
- Type - Category of issue
- Priority - Urgency level
- Status - Current state of the ticket
- Assigned To - Staff member handling the ticket
Managing Tickets
Section titled “Managing Tickets”Viewing Tickets
Section titled “Viewing Tickets”Access tickets through the Support menu. Use filters to find:
- Open tickets
- Tickets by priority
- Tickets by type
- Assigned tickets
Updating Tickets
Section titled “Updating Tickets”- View the ticket details
- Add responses or internal notes
- Change status or priority
- Reassign to different staff
- Link related tickets
Closing Tickets
Section titled “Closing Tickets”When an issue is resolved:
- Add a final response
- Change status to “Closed”
- The customer receives confirmation
Ticket Workflow
Section titled “Ticket Workflow”- New - Ticket created, awaiting assignment
- Open - Assigned and being worked on
- Waiting - Awaiting customer response
- On Hold - Temporarily paused
- Closed - Issue resolved
Ticket Fields
Section titled “Ticket Fields”The fields below make up a ticket record.
Ticket Details
Section titled “Ticket Details”This section contains the core ticket information including type, priority, status, subject, customer details, ownership, and assignment information. These fields define the basic characteristics and current state of the support ticket.
| Field | Description |
|---|---|
| Customer | The customer this ticket is for |
| Ticket Type | The type of ticket (e.g., sales, billing) |
| Ticket Status | Current status of the ticket (e.g., open, assigned, resolved, closed) |
| Ticket Priority | The priority level of this ticket |
| Customer's Email Address | Email address of the customer for this ticket |
| Subject | Brief description or title of the ticket |
| Content | Most recent content or description from ticket activities |
| Owned By | User who owns this ticket and is responsible for its resolution |
| Users | Individual users assigned to work on this ticket |
| Departments | Departments assigned to work on this ticket |
| Suppliers | External suppliers involved in resolving this ticket |
Date Details
Section titled “Date Details”This section shows important dates related to the ticket including creation date, followup requirements, and action required dates. These dates help track ticket timelines and due dates.
| Field | Description |
|---|---|
| Date | Date when this ticket was created |
| Followup Required | Date when followup action is required for this ticket |
| Action Required | Date when specific action is required to be taken on this ticket |
System Information
Section titled “System Information”System-generated information including modification timestamps and activity tracking for administrative purposes.
| Field | Description |
|---|---|
| Last Modified | Timestamp of the most recent modification to this ticket |
| Created | Timestamp when this ticket was created |
Related Features
Section titled “Related Features”- Email integration for automatic ticket creation
- Customer portal for self-service
- Reporting on ticket metrics
- SLA tracking and alerts
Tickets and CRM cases
Section titled “Tickets and CRM cases”Where a dealer has the Inbound Mail Opens Cases setting switched on, tickets step back for that dealer’s customers:
- Unmatched inbound email from a recognised customer opens a CRM case instead of raising a ticket, joining an open case in the same category where there is one.
- The Raise Ticket buttons disappear for those customers.
- Replies to existing ticket threads still land on their tickets, and unknown senders keep the enquiry and ticket flow.
- Existing ticket history stays readable, and open tickets keep working normally.
Two limits send inbound mail back to the ticket flow even where the setting is on: a customer already holding 20 open cases, and a case thread that has reached 200 customer-visible messages.
In the CRM workspace, the customer page has no Tickets tab. Ticket history appears on the customer timeline and opens the read-only ticket view, and open tickets keep a panel on the customer Overview.
Related
Section titled “Related”- Cases: the CRM service desk, with queues, assignment and SLA targets.
- Ticket Configuration: statuses, types, priorities, activity types, responses, suppliers, and links that drive the ticketing workflow.
- TODO Management: task tracking that works alongside tickets.