Manage your merchants' issues and tasks easily using IRIS CRM's integrated Helpdesk. In this article we provide detailed instructions for creating and viewing your tickets.
Creating a New Ticket in Helpdesk
To create a new Helpdesk ticket, follow these steps:
- Navigate to the Helpdesk from the Navigation Bar.
- Click the "Add New Ticket" button at the top of the page.
- Select a Ticket Type, User to Assign, Priority, whether the ticket is for a lead or a merchant, the subject, description, and add images or files if needed.
- 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 at the bottom of the ticket window. If needed you can also add additional users here who will be notified about the new ticket by email. Just click on the Notifications field and a drop-down pick-list will appear allowing you to search for and select users.
- Click "Add Ticket" to save and add the ticket.
Note: The Notifications drop-down list only shows users who:
- Have permission to see the selected ticket type and have the Helpdesk Notification permission enabled.
- Have Helpdesk SystemWide permissions or Helpdesk GroupWide permissions, are part of the account's group.
Viewing Your Tickets on the Helpdesk Page
By default, the Helpdesk page will show the ticket summary at the top, and the list view of selected tickets at the bottom.
To view more or fewer tickets, click any cell containing numbers in the top grid (example: New, Today). The bottom table will display the filtered results.
Medium priority tickets will be highlighted in yellow on the list, and high-priority tickets will be highlighted in red.
Click a ticket to view more details:
From the ticket view, a user may make the following changes:
- Ticket Status: Click the desired status (Open, In Progress, Additional Information Required or Resolved).
- Priority: click the appropriate Priority button (Low, Medium or Rush).
- Visible to Merchant: select Yes/No to enable the ticket to be visible to Merchants that have login access to your IRIS site.
- Assigned To: click the Assign button and select a user.
- Add Comment: enter the comment in the comment box. You may also paste an image, upload a file, or drag and drop files to save in the ticket.
- Notifications: click into the Notifications area to select from a list of users that should be notified of the ticket update.
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 will also show all of your Lead's tickets in a table and you can open each ticket from there by clicking on the ticket 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) and vice versa, 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 had originated from a Lead linked to a Merchant account, then within the ticket you will see links both to the Merchant and to the Lead. 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.