Your CRM allows you to manage your clients' issues and tasks easily using the integrated Helpdesk.

In this article, you'll learn how to create and work your tickets. Use the links below to jump to a topic quickly:

• Creating a New Ticket in Helpdesk
• Completing a Checklist
• Working Your Tickets
• Ticket SLAs
• Managing Ticket Comments
• Working With Files
• Creating a New Ticket from the Lead Form
• Creating a New Ticket from the Merchant Details Page
• Viewing Tickets After a Lead is Linked to Merchant Account
• Ticket Categories, Types and Outcomes
• Ticket Importer

Please also view our webinar on Helpdesk updates made in 2024:

 

 

Creating a New Ticket in Helpdesk

1. Open the Helpdesk page via the menu bar and click Add New Ticket:

 

 

2. The Add New Ticket popup appears where you can enter the ticket details.

Here is a screenshot of the ticket popup including an explanation of the different parts of the ticket form:

 

 

1. Ticket Type — Select the appropriate type for your new ticket. Depending on which ticket type is selected, the ticket popup may show different options or checklists. More info: Manage Helpdesk Ticket Types 
2. Priority — Select the Low, Medium, or Rush ticket priority. Tickets with Medium and Rush priorities are highlighted on the Helpdesk page in yellow and red colors respectively to make them easier to spot. 
3. Due Date — Select a due date for the ticket resolution. If the selected ticket type is configured with an SLA then the due date will be automatically selected on the ticket according to that SLA.
4. For — Choose who the ticket is being created for—a Merchant, Lead, or None.
   • If you're creating a ticket for a merchant then you'll need to locate and select the merchant by their DBA/MID or other merchant properties, as shown in the below screenshot: 
   • If you're creating a ticket for a lead, then you'll need to locate and select the lead using the provided search box. The search box provides the same search capability as the Global Search field:
   • If you're not creating a ticket for a merchant or a lead, then select the None option.
5. Merchant Visibility — Choose if the ticket should be visible to the merchant or not. 
6. Subject — Add the ticket subject which will be shown on the ticket and in the ticket report on the Helpdesk page.
7. Description — Add a description of the issue and choose if the ticket should be visible to the merchant or not. 
8. Speech Recognition — Use CRM's speech recognition feature to speak instead of typing. If you have a headset with a microphone simply click on the microphone button and as you start talking your words will appear in the description box automatically. 
9. Attachments — Use the attachments area to drag and drop attachments into the ticket, or click the Browse button to locate the attachments using the file selection dialog. If the ticket is related to a merchant or a lead, you will also be able to upload the files already saved on the lead.
10. Checklist — If a checklist is defined for the selected ticket type, then the user will need to complete all of the items in the checklist in order to resolve the ticket. Note: Some items in the checklist may need to be completed before the ticket is created. Until such items are checked off, the Add Ticket button will be greyed out.
11. Assign To — Select user(s) to assign the ticket to. If the ticket type you selected was set up with an auto-assign rule, then the Assign To box will automatically show the selected user(s).

 

3. After filling in the ticket information (and checking off any required checklist items), click Create Ticket in the top-right corner and the ticket will be created.  

 

 

Completing a Checklist

If a checklist has been enabled on a ticket type, then you will need to complete all of the checklist items before the ticket can be resolved.

If there are any checklist items that need to be completed before a ticket is created, those will be marked with a red asterisk. The Create Ticket button will be greyed out until all such checklist items are completed:

 

 

Working Your Tickets

By default, the Helpdesk page shows the ticket summaries at the top, and the filtered tickets at the bottom.  

To view tickets in a specific status, click any cell containing numbers in the top grid (for example New / Lifetime). The bottom table then displays the filtered results.

 

 

Click on any ticket in the filtered results to open it in a new window.

Here is an example of a ticket in the CRM including the descriptions of the various parts of the ticket:

 

 

1. Navigation — Use the Previous or Next buttons to move quickly from one ticket to another. 
2. Ticket Status — As the ticket is being progressed change the ticket's status to one of the provided status states.
3. Ticket Details — View or update the ticket details. If needed, you can also delete the ticket using the Delete button towards the bottom of the details section. 
4. Add Comments — Use this section to add comments, upload attachments, or copy/paste images in your ticket. Here you can also select users who will be notified on the new comments and use the Add Event button to quickly schedule a task or an appointment. 
5. Upload Files — Here you can browse or drag & drop files to attach to the ticket. If the ticket is for a lead, you can also select the files that are already attached on the lead using the Attach Existing File(s) button.
6. View Comments — Here you can view ticket comments and system messages, and edit your own comments.

You can edit several of the ticket's properties using the edit icons shown next to those properties:

 

 

 

Ticket SLAs

The ticket SLAs are set automatically based on a ticket type, or manually by the user who creates the ticket. A ticket can also be created without an SLA if needed. 

More info: Ticket SLAs

 

Managing Ticket Comments

Use the Comments widget on the ticket to add new comments as you work your ticket and notify other users as needed. 

When you add a new comment, the Notify Users box automatically shows the same users who were notified in the previous comment.

If needed, you can also add external email addresses in the Notify Users box by typing in an address and hitting the Tab or the Enter key:

 

 

Once your comment is sent, you can see the users that were notified on a comment by hovering your mouse over the bell icon. If needed, you can also edit the comment using the edit icon:

 

 

Note: The ticket comments can only be edited by the person who created the comment. 

For more options on managing comment notifications please see our article on Managing Helpdesk Ticket Settings. 

 

Working With Files

You can add files to your tickets by dragging the files from your disk onto the ticket, or by browsing for the files.

To upload multiple files simply click on the Upload File(s) button on the ticket and select multiple files in the file selection dialog while holding down the Ctrl key (or the Command key on Mac).

If your ticket is related to a lead or a merchant, then you can also upload the existing lead files using the Attach Existing File(s) button:

 

 

 

New files that are uploaded from your disk are automatically labeled with the Ticket Attachment label:

 

 

Use the icons in the Actions column to delete, download, view, or edit the document (change the document name and/or document label):

 

 

Files uploaded to a ticket can also be copied to the associated lead's Attachments tab automatically or by prompting the user to copy the files first. This behavior is controlled via the file label settings:

 

 

To learn about managing your document labels please see our article on Document Labels.

 

Creating a New Ticket from the Lead Form

If the Tickets tab has been enabled on your lead form by your Administrator, you can create new tickets right from the Lead form.

Open the Tickets tab and click on the Add New Ticket button:

 

 

The Add New Ticket window will open up and you can then perform the same steps as before to add your new ticket. 

As shown in the above image, the Tickets tab also shows all of your Lead's tickets in a table and you can open each ticket from there. 

 

Creating a New Ticket from the Merchant Details Page

A similar procedure as with creating a new ticket from the Lead form can also be performed from the Tickets tab on the Merchant Details page:

 

 

As shown in the above image, the Tickets tab on the Merchant Details page will also show a list of the merchant's tickets in a table, and you can search, sort, and open the tickets from there. 

 

Viewing Tickets After a Lead is Linked to Merchant Account

When a Lead is linked to a Merchant account then all of the Lead's existing tickets will automatically appear in the list of Merchant's tickets (under the Tickets tab).

This also works the other way around, i.e. the Merchant's existing tickets will appear in the list of Lead's tickets (also under the Tickets tab). 

For more information on linking Leads to Merchant accounts please see our article on Linking Leads to Merchant Accounts. 

If a ticket originated from a Lead linked to a Merchant account, then you will find links to both the Merchant and the Lead in the ticket. In this way you can quickly navigate to either of the two depending on the nature of the ticket:

 

 

On the other hand, if a ticket had originated from a linked Merchant account, then it is assumed that such a ticket pertains only to the Merchant and not to the Lead.

Accordingly, such a ticket will not show a link to the linked Lead, but it will only show a link the to Merchant account.