#Tickets

Tickets track customer support requests from submission to resolution.

#Ticket Statuses

#Priority Levels

#Channels

Where tickets come from:

• Email
• Phone
• Social media
• Client portal
• Internal
• Other

#Creating a Ticket

1. Go to Customer Relations → Tickets
2. Click New Ticket
3. Fill in the details:
   • Subject — Brief description (required)
   • Description — Full details (required)
   • Submitter — Contact or User who submitted
   • Channel — How it was submitted
   • Priority — Urgency level
   • Category — Ticket type (see Categories)
   • Assignee — Team member to handle it
   • Files — Attach relevant files

#Options

• Create Task from Ticket — Automatically create a task for this ticket

#Ticket Numbers

Each ticket gets a unique number based on your Organization Settings:

• Prefix (e.g., "TKT")
• Format (auto-increment or random)

#Managing Tickets

#Updating Status

1. Open the ticket
2. Click Edit
3. Change the status
4. Save

#Adding Comments

Use comments to:

• Communicate with your team
• Log progress
• Track customer interactions

#Resolving a Ticket

1. Mark as Closed when resolved
2. Optionally add Resolution Notes
3. Toggle Is Resolved if appropriate

#Filtering Tickets

Filter by:

• Status
• Priority
• Assignee
• Channel
• Category
• Date range

#Deleting a Ticket

Tickets are soft-deleted (moved to Trash). You can restore them later.

#Export

Download tickets as CSV for reporting.