Your CRM allows you to manage your clients' issues and tasks easily using the integrated Helpdesk.
In this article, we provide instructions for creating and working 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
Creating a New Ticket in Helpdesk
1. Click on the Helpdesk button in the top navigation bar and click Add New Ticket:
2. The Add New Ticket popup will appear 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:
- 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
- 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).
- Additional Information — This section displays quick instructions on how to resolve the current ticket type. The instructions can be saved in the Ticket Type settings.
- 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.
- For — Choose if the new ticket is for a Merchant, a Lead, or None. If you select the Merchant or the Lead option, then you'll also need to look up the appropriate Merchant or Lead (via the DBA name or other properties) in order to link the ticket to them.
- Subject — Add the ticket subject which will be shown on the ticket and in the ticket report on the Helpdesk page.
- Description — Add a description of the issue and choose if the ticket should be visible to the merchant or not.
- 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.
- 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.
- 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.
- Notifications - Add users who will receive notifications on any changes made to the ticket. You can select the users by typing their name and if needed you can also add external email addresses. Note: If a ticket is being created for a Lead or a Merchant, and if such a Lead or Merchant has a user assigned, then that user will be automatically added in the Notifications field.
- 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.
3. After filling in the ticket information (and checking off any required checklist items), click Add Ticket 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 Add Ticket button will be greyed out until all such checklist items are completed:
Working Your Tickets
By default, the Helpdesk page will show the ticket summary 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 will then display the filtered results.
Medium priority tickets are highlighted in yellow color on the list, and high-priority tickets are highlighted in red.
Click on any ticket in the filtered results to open it in a new window.
Here is a ticket screenshot and below that the descriptions of the various parts of the ticket:
- Navigation — Use the Previous or Next buttons to move quickly from one ticket to another.
- Ticket Status — As the ticket is being progressed change the ticket's status to one of the provided status states.
- 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.
- Checklist — Complete and check off the steps that have been assigned to this ticket type. A ticket can be resolved only after all of the items on the checklist have been checked/completed. Note: If the ticket type is changed then its checklist will be removed. If the ticket type is changed back to the original type, the checklist will re-appear however all of the items will be set as incomplete.
- 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.
- 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.
- 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 (such as Group, Type, Due Date, Subject, and Description) by hovering your mouse on the right side of the property, and clicking on the Edit icon which appears:
The property can now be edited and changes saved:
To view the history of changes made to the ticket's subject or description, click on the History icons:
The history of changes is now displayed in a popup window:
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
When you add a new comment, the Notifications box automatically shows the same users who were notified in the previous comment.
If needed, you can also add external email addresses in the Notifications box by typing in an address and hitting the Tab or the Enter key:
Once your comment is sent, you can see which users were notified on a comment by hovering your mouse over the bell icon:
To edit a comment, hover your mouse on the right side of the comment and click on the Edit icon which appears:
Now edit your comment and click Save when finished. If needed, you can also copy/paste images in the comment, or upload files from your disk (or lead):
To delete files from a comment simply click on the "x" icon next to the file name (or on the image thumbnail, if the image was copy/pasted into the comment):
To view the history of a comment, click on the comment history icon:
The comment's history is now displayed in a popup window, which shows the content of the comment before and after each comment change:
Note: The ticket comments can only be edited by the person who created the comment.
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.
When you click on the Attach Existing File(s) button a popup window appears with a list of files available on your lead.
You can now select the files you wish to add to the ticket and click the Add button:
On existing tickets, you can use the Files Actions section to add new files:
New files that are uploaded from your disk are automatically labeled with the Ticket Attachment label, however, you can edit the file later and change the Label:
Files uploaded to a ticket are automatically shown on the associated lead's Attachments tab (as well as the merchant record if the ticket or lead has an associated merchant account):
You can adjust this behavior to instead prompt the user closing the ticket to pick which files are copied at that time, or to never copy files. The controls are based on the file's Label. To learn about configuring Helpdesk file behavior, go to the article about Document Labels.
To delete ticket files simply click on the ‘x’ icon next to a file:
To edit the file name or the file label, click on the pencil icon next to the file, and a popup window will appear where you can make your changes:
For more information on the label functionality 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 by clicking on the ticket's ID number.
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.