Tickets
Track support and service requests.
Tickets help teams manage customer questions, issues, and service requests.
Use tickets when a request needs ownership, priority, status, replies, internal notes, or a clear resolution history.
When to Use Tickets
Use tickets for customer support, service delivery issues, product questions, finance questions that need follow-up, and internal requests that should not be lost in chat.
Do not use tickets for simple contact notes or one-off sales reminders. Use contact notes, tasks, or deals when the work belongs primarily to a CRM record or sales process.
Create and Assign Tickets
Create a ticket from CRM > Tickets or from supported customer-facing flows. Add a clear subject, description, status, priority, and assignee. Assign tickets to the person responsible for the next response.
Link the ticket to the right contact, account, project, task, or invoice when that relationship explains the issue. This gives the assignee enough context to respond without searching across modules.
Good ticket subjects are specific enough to scan from the list, such as
Invoice INV-104 payment link failing or Cannot access onboarding files.
Work the Ticket Queue
Filter tickets by status, priority, assignee, customer, or last activity. Start with urgent and overdue work, then review unassigned tickets so new requests do not sit without ownership.
Bulk actions are useful for assigning a group of new tickets, changing status after a cleanup pass, or closing duplicate requests. Review the selected rows before applying a bulk change.
Replies and Notes
Use replies for customer-visible communication. Use internal notes for team-only context, troubleshooting, or handoff details.
Write internal notes when you change ownership, escalate the issue, or decide not to take an action the customer requested. This keeps the next teammate from repeating the same investigation.
Status and Priority
Statuses show where the ticket is in the support process. Priority shows how urgent the issue is. Keep both current so the team can focus on the right work.
Use priority for impact, not customer emotion alone. A blocked customer, payment issue, or production problem should outrank a low-impact question even when both need a response.
Closing Tickets
Close a ticket only after the issue has been resolved or the customer no longer needs action. Add a final note when useful so the next person can understand why the ticket was closed.
If the customer may reopen the same problem, link the ticket to the relevant contact, invoice, project, or task before closing it.
Daily Review
Review open tickets by status, priority, assignee, and last activity. Update stale tickets before they become invisible to the team.
Escalate Or Convert Work
Escalate a ticket when the next action belongs outside support. A billing issue may need an invoice note, a delivery issue may need a project task, and a repeat question may need a knowledge-base article. Keep the ticket linked to that follow-up work so the customer conversation and internal action stay connected.
Before closing escalated tickets, confirm the linked record has an owner and a clear next step. Closing the ticket without a linked task, invoice review, or project update can hide unresolved work.
Troubleshooting
If a ticket is missing from the list, clear filters and check whether it belongs to another assignee, status, or workspace.
If replies are not going to the expected person, confirm the linked contact and email address before responding again.
If support work repeats often, consider creating a workflow, task template, or knowledge-base article for the recurring issue.