User Guide: Tickets

User Guide: Tickets

Ticket assignment:

Tickets are assigned randomly through choosing available staff based on permissions set in User Management and also through availability.  The system will choose a support staff who has the least amount of assigned open tickets ensuring more prompt service.  Assigned tickets in the Customer Portal will carry over to the CRM Case.  A Case is created for each ticket and the assigned user of the case will be the

Submitting a Ticket:

Support Staff can submit a ticket on behalf of a client by first selecting a client contact.   Clients will start on the next screen below:

On this page you will be required to select an account and product or category.

Email Notifications:

Email Notifications will go to the Client Contact’s Email Address and to the Support Staff assigned to the Ticket.

 

CRM Case from Ticket:

Cases are created in your CRM System for each Ticket Submitted.   The Account and Client Contact are attached to the Case as well as the Support Staff as the ‘Assigned to’ user.  If the ticket has an attachment, the url will display within the description to that attachment.  The URL field in tickets is also mapped to the description as shown below:

The client contact that created the ticket is attached the case within the Contacts subpanel in Cases.  This allows you to also view all cases related to the client contact within the Contacts module.

Replying to a Ticket:

You can reply directly to a Ticket in the Customer Portal.   All responses will be recorded in the ‘Notes’ panel attached to the case.  Currently you cannot respond to the ticket directly from the case. If you are using Email Routing for the Portal, you can also respond to tickets via email.  All replies will record in a separate note attached to the case.

Transfer Ticket:

If a ticket was submitted with the incorrect information, you transfer the ticket to a different support staff, change the account and product assigned and add an internal note.  These changes are sync’d to the Case in your CRM system.  Alternatively, changes in the CRM Case of the Assigned To, Account, Product, and Priority are updated to the ticket.

 

Editing a Ticket:

Most edits can be handled in the right column of the ticket within the Portal.

You cannot edit previous replies or the original ticket information.

 

 

Closing a Ticket:

To close a ticket, simply click on the check mark in the ticket action buttons on the top right in either the list view or detail view.   To delete a ticket, just click on the trash icon and it will remove the ticket.  Note: this will not delete the ticket within the CRM instance.