1. Create a Ticket
External Users (Clients):
Click the "Create Ticket" button on your website or email. (The URL will be sent to you on request)
Internal Users:
Navigate to the Tickets section and click on Create Ticket.
Select your branch and fill in the following:
Name
Cell phone number
Company information
Email address
Title for the ticket
Select a priority for the ticket:
Red (High)
Yellow (Medium)
Green (Low)
Add a description of the issue or request.
Click Send to create the ticket.
2. Notify the Client
Once the ticket is created and sent, the client will receive an email notification at the email address provided.
3. Manage the Ticket
After sending, you'll be taken to the List tab where you can:
View all ticket information.
Use the Status button to update the status:
New
In Progress
Completed
Change the ticket’s priority (Red, Yellow, or Green).
Assign the ticket to a specific user within your branch.
Create a lead from the ticket using the Create Lead button (accessible under the My Leads tab).
4. Add Communication and Attachments
Messages:
Use the Add New Message button to send messages to the client. Emails will go to the address linked to the ticket.
Images:
Add relevant images in the Images area.
Internal Notes:
Leave internal messages for staff in the Internal Message area. These are visible only to your team.
5. Add Due Dates and Notifications
Set a Due Date if necessary.
Use the Notify Users feature to add additional users to the ticket.
6. View and Filter Tickets
On the List page:
Use filters to sort tickets by status, priority, or assigned user.
Use the date pickers to filter tickets by specific date ranges.
Archive completed tickets using the Archive Ticket button (visible only when the ticket status is set to Completed).
This step-by-step structure ensures clarity and organization. Let me know if you’d like to refine it further!