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Add a support or service request with customer, priority, due date, and related records.

Tickets track customer questions, issues, incidents, service requests, and internal follow-up.

Create a ticket when the work needs ownership, priority, status, due date, and a resolution trail.

Use a note or task instead when the issue is only internal context and does not need a support queue. Tickets are best when the team must track a request from open to resolved.

Create a Ticket

Open CRM > Tickets.
Select Create Ticket.
Enter the Subject.
Add the description in the rich text editor.
Set Status and Priority.
Choose Visibility.
Select a ticket Type when helpful.
Add source and reference number if needed.
Set a due date.
Link an account, contact, project, invoice, related task, and assignee when relevant.
Attach files if needed.
Create the ticket.

Ticket Types

Available ticket types include bug, feature, question, incident, request, and support. Use the type that best describes why the ticket exists.

Use consistent types so reports and queues stay meaningful. Avoid using ticket types as free-form labels when priority, status, or tags would be clearer.

Linking related records makes the ticket easier to resolve. For example, a billing issue should link the invoice, and a delivery issue should link the project or task.

Link the customer and affected record before assigning the ticket. This gives the owner the context needed to respond without searching across modules.

If the ticket came from a public form or mailbox, verify the matched contact and account before replying. Imported or forwarded requests can attach to the wrong customer when names or email addresses are similar.

Before Creating

Check for an existing ticket about the same issue. Duplicate tickets split the conversation and make customer follow-up harder.

After creating the ticket, add the first reply or internal note so the next person knows what has already happened.

Choose Priority

Set priority from impact and urgency, not from who reported the issue. A billing blocker, service outage, or deadline risk should rank higher than a normal question with no immediate impact.

If the priority is unclear, start lower and add an internal note explaining what would make it urgent.

Create Useful Tickets

A useful ticket includes:

a subject that describes the problem
the affected customer or account
one clear owner
a priority based on impact
a due date when there is a service expectation
related invoice, project, task, or file links when relevant
enough description for another teammate to continue

If a ticket starts from a form or email, check the source content before editing the subject or priority.

After Creating

Open the ticket detail page and confirm the owner, customer, related records, priority, status, and first response path. If the ticket needs customer follow up, add or send the reply before leaving the record.

Intake Triage Checklist

Before assigning a new ticket:

confirm it is not a duplicate
identify the requester and customer account
link the affected invoice, project, task, file, or document
set priority from impact and urgency
add a due date when there is an SLA or promised follow-up
add an internal note with the current understanding

Troubleshooting Ticket Creation

If a ticket cannot be created, check required fields, customer links, attachment size, and whether your role can create tickets. If the ticket is created but the owner cannot see it, review assignment, visibility, and CRM permissions.

Create a Ticket

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