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This module in CRM allows you to create records for customer issues and assign smaller tasks, breaking down workloads and providing structure for your team members.

Customise your Ticket Settings

From Admin > Settings > Tickets you can access the lookup list values for the Severity, Type, Status and Source fields.

Click on any of the field names from the list to open a pop-up window to edit the field.

You can then use the toolbar buttons to Add a new option, Edit an existing option or Delete an option. You can also use the up/down arrows next to each option to change the order of the options on the list.

This is an important step because it allows you to apply your specific terminology and internal process to Tickets in CRM so that they are easy to track and segment.

Create a new Ticket

There are a number of ways to create a new Ticket:

  • From Operations > Tickets by clicking on the New Ticket button.

Creating a new Ticket in Operations

  • From a customer record (Company or Contact) by using the Ticket button on the activity toolbar.

Creating a Ticket from a Company record

  • You can also set up a Web Form to automatically create a new Ticket and customer/lead record in CRM.

A Web Form related to Tickets

Bulk update Ticket fields

You can use the Update button on the toolbar to bulk update Ticket fields for multiple records.

You can then select the field/s you want to update and then press Update to apply the change.

Just note that if you want to update the Status field value, you must select the Type field value first as the options available in the Status field are determined by the Type (as per the following screenshot).

Attach documents

Just click on the paperclip icon to select the files you want to attach.

Adding attachments to a Ticket

Create Activities

You can quickly create an Activity for a Note, Call, Task, Meeting, Email or SMS using the toolbar buttons. You can also bill for the time you spend on Activities associated with Ticket– see the section on Time Billing for Activities.

Creating Activities on a Ticket

You can also quickly create a Task using the toolbar button – this will automatically pull through the Ticket Name and Description into a new Task.

Activities you create will then display on the record in one of the following areas:

  • Upcoming meetings, calls or tasks will show in the Planned Activity area to the right of the timeline.

  • The top right-hand corner of the record will also quickly show you what the next step for the Ticket is.

  • Past or completed activities will show on the Timeline.

  • You can also see all Tasks associated with the record by navigating to the Tasks tab where you can filter and search the records.

You can also set reminders for a range of Activities so that you and your team can receive notifications and alerts – see this guide to Notifications and Reminders for more information.

Add sales

You can quickly add Quotes, Sales Orders and Invoices by navigating to the relevant tab and then clicking on the Add button.

Adding sales to a Ticket

You can also view associated Payments from the named tab.

Time billing for Activities

You can enable Time Billing in CRM with these instructions, which will allow you to quickly generate a time bill from the activity toolbar.

Generating a Time Bill on a Ticket

The top right-hand corner of the record will also show you the amount of time spent for the Ticket and how much of that time is unbilled.

Add team members to a Ticket

To the right of the Timeline is an area for Participants where you can add other CRM Users or Teams to the Ticket.

You can also do this via the Assigned To and Responsible fields.

Get Ticket alerts

You can set up a Ticket deadline reminder in CRM for the person the record is Assigned To by using the Due Date field.

On the Due Date the User that the record is Assigned To will receive a notification in CRM.

You can also set reminders for a range of Activities so that you and your team can receive notifications and alerts – see this guide to Notifications and Reminders for more information.

Work with your Ticket pipeline

You have 3 different view options in Tickets and you can switch between the views by using the selector icons above the activity toolbar, as per the following examples.

  • List view – displays a list of records you can search and sort. Setting up Filters and Layouts here will make it easy to track and manage your workflow in future.

List view

  • Map view – if you have added address information to your records, each Ticket will display as a pin on the map.

Map view

  • Kanban view – this will display your records according to their Status, or you can click on the gear icon to change the view so that it is sorted by who the records are Assigned To or the Severity.

Kanban view

Adjusting Kanban view to sort by Status, Assigned To, Severity

  • Dashboard view – this will allow you to visualise your data via graphs and charts.

Dashboard view

You can also choose from other dashboards or change the date range for the displayed data.

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