Handle support tickets
Open Tickets, add a request, share the public Ticket Form, and reply from the website or the app.
On this page
Who is this lesson for?
- Support or sales: opens the request, replies, and sets the status.
- Admin: shares Ticket Form so a client can send a request from the website.
- The requester: a Client or an Employee. They do not need a deal.
Before you start
- You need permission to view tickets. You need permission to add a ticket to use Create Ticket or Quick add ticket. You need permission to edit a ticket to reply or change the status. To open Ticket Form you need permission to manage ticket settings.
- At least one group should exist, because Assign Group is required when you add a request.
- You can add a request, reply, and change the status from the website or from the app.
- A notification arrives on the app when someone replies on a request assigned to you.
Open Tickets
From the menu: CRM → Tickets.
The cards are Total Tickets, Closed Tickets, Open Tickets, Pending Tickets, and Resolved Tickets.
- Create Ticket opens the full form. This lesson uses Quick add ticket on the same page.
- Ticket Form is the public form. Step 4.
- The gear opens Ticket Settings (groups, types, channels). Stay on this list for daily work.
- Status starts on Open Tickets. Choose All when you need every request.
Quick add ticket
Open Quick add ticket.
- Requester: Client or Employee.
- Requester Name: who is asking.
- Assign Group: required. The group that will handle the request.
- Ticket Subject: required. A short title.
- Priority: required. Low, Medium, High, or Urgent.
- Description: required. Then Save.
A deal is not required. The requester can be a client you already follow, or an employee inside the company.
Show more fields
Click Show more fields when you need them. Click Hide extra fields to close them.
- Project: if the request belongs to a project.
- Type: Bug, Suggestion, Question, and the types you added in settings.
- Channel Name: Email, Phone, and the channels you added.
These three are optional. Assign Group, Ticket Subject, Priority, and Description stay required.
Ticket Form
Click Ticket Form. Copy Share Direct link when you want the client to open the form in the browser. You can also paste the embed code on your website.
Preview is what the client sees. The list on the right turns fields on or off: Name, Email, Ticket Subject, Ticket Description, Type, Priority, Assign Group. Do not leave the form empty of Name and Ticket Subject.
Reply on a request
On the list, click the ticket number. On the request you will find Reply and Close.
- Write the reply, then open Send: Submit as Open, Submit as Pending, Submit as Resolved, or Submit as Closed.
- Apply Template fills a saved reply. Edit it before you send.
- Close sets the request to closed without writing a reply.
The requester gets the reply. A notification arrives on the app for the assigned agent.
From the app
CRM services
From home, under the services, tap Tickets. Or tap + on that tile to open Quick add ticket.
My support requests
The list title is My support requests. Search in the title. Use Select, Newest first, and All statuses. The card shows the subject, Requester, Assigned to, status Open, and priority Medium. Swipe the card for actions. Tap + to add a request.
Quick add ticket
The sheet is Quick add ticket. Pick Client or Employee. Then Requester name, Assign group, Subject, Priority, and Description. Tap Show more fields for type and channel. Then Save.
The conversation
Open a request to read the conversation. Write in Write a message…, then send. The pencil edits the request.
What happens after?
- The request appears on Tickets. The cards update.
- The assigned group can reply from the website or the app.
- Daily work on the client stays in Work with clients. A request does not need a deal.
Common questions
Create Ticket or Quick add ticket?
Quick add ticket is the short form on the list. Create Ticket is the full form. Use Ticket Form when the client should send the request themselves.
Client or Employee?
Client when the requester is a customer. Employee when someone inside the company is asking.
Do I need a deal to open a ticket?
No. A request stands on its own. Link a project only if it helps the team.
Submit as Resolved or Submit as Closed?
Submit as Resolved when the work is done and you wait for the requester. Submit as Closed when the request is finished.
Does a reply reach the app?
Yes. A notification arrives on the app for the assigned agent.