If you've been thinking about managing your company's Customer Service, Technical Support, or After-Sales department in DataCRM, the Tickets module is perfect for you. Here you can track all the Tickets that require attention from your company.
You can target it to Tickets involving your clients, business partners, suppliers, or even internal collaborators, as it's a very versatile module that can be customized to each company's business.
1. Create a Ticket
Log in to the CRM and click on the 'All' tab.
Click on 'Tickets.' You'll then be taken to the module where a list of all active Tickets will appear. If this is the first time you've activated the module, you won't see any.
Click the ' + Add Ticket' button , and all the specific information fields you can complete will be displayed.
Remember that all fields marked with an asterisk (*) are required.
If it's important for you to know how many days a Customer Service or After-Sales Ticket has been open, you can visit the following step-by-step guide on how to create the automatic day count task:
Once you've completed all the information, click the 'Save' button.
You'll be in the Ticket summary view, where you'll see the most relevant information, comments, activities, documents, modification history, and related modules.
If you write a comment on the Ticket, you can leave a written record of the Ticket's traceability or scope. And everyone with access will be able to see those comments, reply to them, or add new ones.
2. Add specific activities to a Ticket
You can add unique activities to each Ticket, such as calls, meetings, sending messages, and more, from your Ticket summary view. To do so, follow the steps below:
Within the CRM, click on the 'All' tab and then 'Tickets'.
Click on the Ticket you want to add an activity to, and you will be taken to the Ticket summary view.
Click the 'Add' button in the Activities block.
Complete the activity information. You must select the activity type, change the subject and date, and add a description.
Click the 'Save' button once you've completed all the information. You'll see it highlighted in the Ticket summary.
All the activities you do in each Ticket will be listed in the Activities' module on the right, where both planned and completed activities will be displayed.
3. Add documents to a Ticket
You can attach documents to a Ticket from the Ticket summary view. To do so, follow the process below:
Within the CRM, click on the 'All' tab and then 'Tickets'.
Click on the Ticket you want to attach a document to, and you will be taken to the Ticket summary view.
Click the 'Add' button in the 'Documents' block.
Complete the respective information in the document.
Title: Assign a name to the document.
Assigned to: Choose the user on your team to whom you want to assign the Ticket document.
Folder Name: Default. (This field is already assigned by default.)
File: You can do this from two sources:
File Name Internal: Clicking the 'Select File' button will take you to your computer's folders, where you should locate and select the document. You'll then see the attached document in the form.
File Name External: This allows you to attach a file from Dropbox or Drive. Whichever you choose, the system will take you to the respective platform's login. Log in to the account from which you want to attach the file. Select it, and it will automatically be attached to the form.
Click the 'Save' button, and you'll see the attached document in the Ticket summary.
This way, you can manage all your After-Sales, Customer Service, and other important tickets within your company through the Tickets module. Individually, you can maintain complete traceability of what happened with the Ticket, supported by the respective activities, documents, and comments.
Note : Keep in mind that this module, like the other CRM modules, is customizable. So if you'd like to add additional fields to align it with your company's business, you can do so.
4. Delete a Ticket
You can delete any Tickets you want from your CRM at any time. Just follow the steps below:
Within the CRM, click on the 'All' tab and then 'Tickets'.
Hover over the Ticket you want to delete. Three icons appear there.
Click on the 'Delete' icon.
A confirmation window will appear. Click the “Yes” button. The Ticket will no longer appear in the Ticket list.
6. Frequently Asked Questions
What should I do if the Tickets module doesn't appear in my CRM?
Sometimes, there are modules that aren't activated in the CRM by default. To ensure the Ticket module is in your CRM, follow the steps below:
Click the settings gear and then 'CRM Settings'.
Go to the settings panel, click on the 'Studio' menu, and then on the 'Module Manager' option.
Here, you can select the modules you want to appear in your CRM. In this ticket, select Tickets. Click the box next to the module so that a blue check mark appears.
And that's it! Go back to your CRM's main screen, click on the “All” menu, and there you'll find the “Tickets” module available.
We hope this article has been helpful. If you have any questions or suggestions, please feel free to contact us in our chat, and we'll be happy to help.
Have a nice day!
