Tickets
The Tickets module is your support desk. A ticket records a customer complaint or an internal task — a subject, a message, a priority and a due date — that gets assigned to a staff member, worked through comments, and finally resolved and closed.
Some tickets are created by hand (a customer calls in); others are raised automatically by the CRM lead pipeline (feasibility, KYC, activation, etc.).
What's in this module
| Page | What it's for |
|---|---|
| Ticket Dashboard | Your ticket workload at a glance — today's totals, what's in progress, and a live list of what needs action. |
| Creating a Ticket | Raise a new ticket against a subscriber. |
| The Ticket List | Find, filter and manage every ticket. |
| Working a Ticket | The ticket workspace — comment, re-assign, resolve, close and re-open. |
Key terms
Every ticket has three classifications, shown as colored badges:
Group (the department that handles it):
| Group | |
|---|---|
| Technical | Network/technical issues. |
| Sales | Sales/account matters. |
Priority (how urgent):
| Priority | |
|---|---|
| Low · Medium · High · Urgent | Low is the default. |
Status (where it is in its life):
| Status | Meaning |
|---|---|
| Open | New, being worked. |
| Resolved | The work is done, awaiting close. |
| Closed | Finished. |
| Re-opened | A resolved ticket sent back for more work. |
The ticket lifecycle
Open ──Resolve──▶ Resolved ──Close──▶ Closed
▲ │
└─────Re-open───────┘
A ticket is created Open, gets assigned to someone, is Resolved when the work is done, and then Closed. A resolved ticket can be Re-opened if the issue comes back. See Working a Ticket for each action.
Who Can Use This Feature
Support, technical and sales staff. A key permission, Show All Tickets, decides whether a staff member sees every ticket or only the ones assigned to them.
Related Guides
- CRM → the lead onboarding pipeline — raises tickets automatically.
- Subscribers — tickets are usually tied to a subscriber.