Tickets

‘Tickets’ are the basis of the 'Help Desk' system. All customer enquiries, complaints, questions and issues are logged and tracked on the system in the form of Tickets.

Tickets contain the following information:

• Name and contact details for the customer, and a link to their record in the system

• Details of the website and/or form from which the ticket originates

• Links to any related records in the system, like orders, estimates and credits

• Tags for organisation

• Stages to create customer workflows for dealing with Tickets

• An assignee, so you know who is responsible for dealing with the Ticket

• A complete record of the conversation between the customer and your company. The conversation consists of ‘interactions’ between the customer and your representatives. Each interaction records the timestamp, text, the person who interacted and optional attachments

• A status, which can be Pending Action, Awaiting Reply or Closed