CRM
Tickets
Keep every client question and request in one queue, with an owner, a priority and a clear answer.
A ticket keeps one client request in one place, from the first message to the answer. Each ticket has an owner, a status and a priority, so nothing gets lost in your inbox.
How tickets arrive
- Your team creates them in CRM › Tickets.
- Clients raise them from the client portal.
- Public forms create them when the form's submission action is Create ticket. Uploaded files are attached to the ticket as private files.
Create a ticket
- Open CRM › Tickets and select New ticket.
- Enter the Subject, and describe the request in Description.
- Set Status and Priority. New tickets start as Open and Medium.
- Choose Visibility: Only me and assignee (the default) or Whole team.
- Choose a Type, such as Support Request, Question or Billing, and a Source, such as Email or Phone.
- Add a Due Date if you have promised one.
- Link the Account, Contact, Assigned User, and any Project, Task or Invoice the request is about. Attach files if needed.
- Select Create.
You're done when the ticket appears in CRM › Tickets, and the assignee and you are notified.
Who is notified
- A new ticket: the assignee and the person who created it. A portal ticket with nobody assigned goes to the workspace owner.
- Your team replies: the client gets an email with a link to the ticket.
- The client replies in the portal: the assignee and creator are notified.
- Your team resolves, closes or reopens a ticket: the client gets an email and a notification in their portal. Moving a ticket between Open and Pending, closing a ticket that is already Resolved, and changes made by a workflow send nothing.
- Internal notes: nobody.
When a ticket comes in by email from someone who isn't a contact, your replies and status emails go to the address they wrote from, with the ticket reference in the subject. This works when their email provider confirmed the message really came from them. When they reply, their answer is added to the same ticket.
Choose which of these reach your team in Notification settings.
Good to know
- Leave Reference empty to number the ticket automatically.
- A contact with portal access always sees their own tickets in the portal, whatever the visibility.
- Tickets from the portal or a form get their Source set for you.
- Change the list of types in Settings › CRM › Tickets › Ticket fields.