Add A Ticket

There are several ways a new Ticket can be added throughout the system. Each one will be detailed below, however, they all collect the same information regardless of how the overlay looks. On V3 screens, adding a new Ticket will open this overlay:


Here you can see the following fields that need to be filled out:

  • Type – select from Note, Call, or Event. Typically, Call is for when a customer is spoken to over the phone or leaves a voicemail, and a Note is used for any other type of communication. Selecting Event will add more fields to the overlay. For complete instructions, see this article.
  • Account/Vendor – This field is optional specifically for when you need to make a Ticket that does not relate to a specific Vendor or Account. If you need to create a Ticket for a new Account, open the dropdown list and click the blue Add Account link. This will open the Add Account overlay and you'll be returned to the Add Ticket overlay upon clicking Save
  • Category – This is a way of categorizing Tickets for your company’s most common uses. By default, "uncategorized" will be selected. You can customize the default options by going to Settings > Ticket Categories.
  • Subject – A brief summary of why this Ticket exists.
  • Body – Space for additional details about the Ticket.
  • Status – This indicates what further action is required on this ticket. Further explanation about Statuses can be found by clicking here.
  • Assignment - This is the SA user the Ticket will be assigned under. It defaults to the user currently signed in when creating the Ticket.
  • Due Date - If the Ticket requires action by a certain date, you add a due date to the Ticket. 


Add a Ticket from the Tickets List Screen

  1. Go to CRM > Tickets.
  2. Click Add Ticket.
  3. Fill out the overlay that shows on the right side of the screen.
  4. Click Save.

Upon saving, you will see a message confirming that your Ticket was created.


Add a Ticket from the Quick Add Icon

You can add a Ticket from any screen in SA by clicking the green plus sign in the navigation bar. This is also known as the Quick Add icon.

  1. Click the Quick Add
  2. Select Ticket.
  3. Fill out the overlay. If you were on any V2 screen, the overlay will have the same fields as previously listed but it'll look like this:


  4. Click Save.

Add a Ticket from a V2 Client Screen

  1. Navigate to a Client Account screen.
  2. Click the More dropdown list.
  3. Select Add Ticket.


  4. The Account/Lead field will be filled out automatically. Fill out the remainder of the overlay.
  5. Click Save.

After the Ticket is saved, it'll be visible under the Activity Stream on the Client Account screen.


Add a Ticket from a V3 Account Overlay

  1. Navigate to the Account you want to add a Ticket to.
  2. Click Add Ticket from the Actions menu at the left.


  3. The Account/Lead field will be filled out automatically. Fill out the remainder of the overlay.
  4. Click Save.

Add a Ticket to an Existing Ticket

If you need to make an update to an existing Ticket, you'll actually do this by attaching a new Note or Call to an existing Ticket. This can be done from the primary Ticket (as listed here) or you can associate the new Ticket with the original one once it's created. 

  1. Navigate to the Ticket Review overlay for the Ticket you want to update.
  2. Click Add Note or Add Call depending on the type of Ticket you want to add.
  3. Complete the Add Note overlay:


  4. Use the checkbox in the lower left if you need to schedule a Calendar Event related to this Ticket. 
  5. Click Save.
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