Tickets Introduction
This article is an introduction to the CommTrak Tickets module; it is intended as an overview and does not describe all features.
For additional information relating to the Tickets module, please see the Support Centre Tickets category.
Tickets Overview
Tickets are used to manage transactional or ad hoc queries, requests, or other issues, and can be categorised and allocated to Departments (groups of staff) or individual staff members.
In addition to managing and tracking Tickets using chronological Ticket notes, the CommTrak Tickets module can be used to communicate directly with customers by using the Ticket email features.
Tip: If you create a CommTrak customer record for your own organisation, you can create Tickets for managing issues raised within your own organisation.
Examples of Ticket use:
- Product query
- Accounts query
- Sales enquiry
- Support or service query
- Product or service order
Tip: A Ticket can be converted to a Lead, a Job, or a Workflow with a couple of clicks. See the Ticket Statuses section of Support Centre article Creating / Modifying a Ticket, and the Convert Ticket To... (Ticket Status) article.
Ticket Features
The following is a list of some of the key features of CommTrak Tickets:
- Tickets are linked to Customers and (optionally) customer Contacts
- Each Ticket has a Priority (Low, Normal, High or Critical)
- Each Ticket has a Status, such as Open, Closed, etc. (custom Ticket Statuses can be created)
- Tickets can be assigned a Type, such as Support Query, Service Request, Fault Report, etc. (custom Ticket Types can be created)
- Tickets are assigned to a Department or individual Staff
- Tickets can have a Deadline
- Tickets can have Service Level Agreements (SLAs) associated with them
- Chronological notes can be added to Tickets
- Ticket responses (notes) can be emailed to customer Contacts
- Customer contact replies to Tickets are automatically added to Ticket notes
- Staff / Departments are notified of new Tickets and Ticket updates
- Tickets can be used for tracking chargeable and non-chargeable time
- Tickets have extensive reporting; see Support Centre articles Reports Introduction, Standard Reports and Tickets Dashboard
Active Tickets Screen
The Active Tickets Screen presents a comprehensive overview of all Tickets for all customers (based on selected filters), enabling the CommTrak user to immediately review current Ticket statuses, and act upon them accordingly.
The Active Tickets list can be filtered, so the current user only sees Tickets that are relevant to them in their current circumstances. For example, a CommTrak user can easily filter the Active Tickets list to only show account queries that have been allocated to a specific user, and which are awaiting a response from the customer.
Customer's Tickets Screen
The Customer Tickets Screen contains sections showing an overview of Active Tickets (open) and Previous Tickets (closed), enabling the CommTrak user to view essential information with a single click from the Customer's main screen.
Ticket Screen
When selected, individual Tickets open in a separate browser window or browser tab (based on the user preferences) and display key details pertaining to the Ticket.
Key features of individual Tickets are:
- Subject & Description
- Status & Priority
- Department / Staff allocation
- Chronological notes
- Email communication with the customer
See the Support Centre article Viewing a Ticket for detailed information about the Ticket window.