What is a Trouble Ticket

How do I create Trouble Tickets Manually?

How do I quickly create a Trouble Ticket record with basic details?

How do I work with Trouble Tickets?

How do I update customers with automatic emails?

How do I import Trouble Tickets?

How do I manage my Trouble Ticket records?

How do I export Trouble Tickets?

What is a Trouble Ticket?

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Trouble Tickets, also called as Cases, are post-sales support requests generated by your customers. It offers your sales team the flexibility to create, communicate, edit, and close the case after the right solution is delivered to your customers.

Create Trouble Tickets Manually

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You can enter Trouble Ticket details manually from Trouble Tickets Module. This might come handy if you will have to enter Trouble Ticket details individually.

Steps to create Trouble Ticket records manually

1. In Trouble Tickets tab, click on Add Trouble Ticket button
2. In the Create Trouble Ticket view, fill in the Trouble Ticket details
3. Click Save

Quick Create

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You can enter basic details of Trouble Ticket record through Quick create. This might be helpful if you are running out of time.

Steps to create Trouble Ticket records through Quick create

1. Click (+) Icon on top right corner
2. Click Trouble Ticket
3. In the Create Trouble Ticket view, fill in the Trouble Ticket details
4. Click Save

Getting Started

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Trouble Tickets provides a great way to handle cases. You might need to create a case upon a Product, Contact or an Organization. You can do all that while Creating a new Trouble Ticket or Editing an existing Ticket. Tickets are automatically assigned to the user that creates it. If you are not the concerned person, you can simply assign it to internal team through Assigned to field. You can set the working stages of a ticket through Status field in Trouble Tickets tab. Comments can be exchanged to communicate with your customers. These comments are sorted in chronological order.

Automatic Email Notifications

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Interestingly, Email notifications are sent to Assigned to user, and related Contact and Organization. Notifications are sent when Ticket is created, Comments are exchanged or Status is changed to Closed. These emails are configured in Workflows.

Importing Trouble Tickets from Existing files

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simply CRM supports importing Trouble Tickets from external sources such as .csv and vcf files. As it saves lots of time and efforts, it might come in really helpful for your Sales Team to import thousands of records instantly. Learn more

Managing Trouble Tickets

#	List of operations you can perform on records in Trouble Tickets Home page
1	Create Custom filters to classify records as per your requirements. You can be able to limit your search to selected columns and search criteria.
2	Click on Mass Actions button and perform actions on desired records like: Edit and Delete
3	Click Settings button > Edit Fields to configure fields and customize the layout of fields through Layout Editor
4	Click Settings button > Edit Workflows to view / create new Workflows on Trouble Tickets
5	Click Settings button > Edit Picklist values to modify picklist values through Picklist Editor
6	Search desired records

#	List of operations you can perform on records in detail view of Trouble Ticket record
1	Click Edit button to modify existing content.
2	Click More > Delete to delete the existing Trouble Ticket record
3	Click More > Duplicate to clone the existing Trouble Ticket record
4	Click More > Convert as FAQ

Exporting Trouble Tickets to External Source

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If you ever want your data in the form of a spreadsheet, you can export your Trouble Ticket records right away.

Steps to export your data

1. Click Trouble Tickets tab

2. Click More button > Export

3. In the Export Records page, you will find the following options

Export selected records	Click on the radio button to export the records selected in List view
Export data in current page	Click on the radio button to export all the records that are on the current list view page
Export all data	Click on the radio button to export all records in Trouble Tickets Module

4. Click Export Trouble Tickets button.

Associating Trouble Tickets with Other Records

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This will display all-round view of relations of Trouble Tickets module with other modules and maintains log of complete history.

You can keep track of following details in Trouble Tickets Module

Activities	To schedule an Activity
Documents	To associate existing documents with Trouble Ticket record
Activity History	Displays all the Events and To dos that are completed or status changed as Held
Services	To Associate existing Services with Trouble Ticket record
Projects	To associate existing Projects with Trouble Ticket record
Service Contracts	To associate existing Service Contracts and track customer support Instances

FAQ

1. How do I disable the existing Trouble Ticket email notifications?