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 some screens, adding a new Ticket will open this overlay:

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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 “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 will 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. 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 in the article “Change the Status of a Ticket”.
  • Assignment - this is the SA user the Ticket will be assigned to, it defaults to the user that is currently signed in when creating the Ticket.
  • Due Date - if the Ticket requires action by a certain date, you can assign a due date on a Ticket. 

 

Add a Ticket from the Tickets List Screen

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

Upon saving, you will see a toaster 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 look like this:

    mceclip2.png

  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”.

    mceclip3.png

  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 will be visible in the Activity Stream on the client 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.

    mceclip3.png

  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 will actually be attaching a new Note or Call to an existing Ticket. You can do this from the primary Ticket (as listed here) or associate the new Ticket to the original one once it is created

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

    mceclip4.png

  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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