Support · How-to
Open a ticket for a client
Record a client’s question or problem as a ticket when they call, write or come in, so it has an owner and a deadline.
Start a new ticket
On Support, press “New ticket”. The button is there only for a role that can create in Support.
Write the subject
In “Subject”, sum the problem up in a few words. It is what everyone sees in the queue.
Choose the client
Under “Requester”, press “Choose a contact” and type the client’s name to find them. The ticket must belong to someone on your client list, so add a new person on Contacts first.
Set the priority
Choose the “Priority”; it starts at normal. It decides the deadline for the first answer, taken from your response targets.
Describe it
In “Description”, write what the client told you. It becomes the first message in the thread, shown as the requester’s.
Create it
Press “Create ticket”. The ticket opens, a note shows its number, which you can give to the client, and the clock for the first answer starts. It starts in the shared queue with nobody assigned, so take it with “Assign to me” or give it to a colleague under “Assignee”.
Common questions
- Can I open a ticket on the phone?
Yes. In Support, press + for “New ticket”: a subject, the client who asked, the priority and a description.
Read next
Answer a ticket and resolve it
Take a ticket or hand it to a colleague, reply to the client or leave a note for your team, change its priority, and resolve or reopen it.
Set response targets for each priority
Decide how quickly each priority must get its first answer, and understand what happens when a ticket misses it.
Contacts: your clients and the companies they work for
Keep one card per client with their history, notes, tags and files, find anyone in seconds, and keep the list free of duplicates.
More in Support
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