SupportUpdated
Create a ticket
Log a ticket yourself when a client calls, writes in chat or stops by, so the request gets a number, an owner and an SLA clock like any other.
Most tickets arrive on their own from email, the help portal or the widget. When a request reaches you some other way, such as a phone call, log it by hand.
Before you start
- Support must be turned on. See Turn modules on and off.
Things to know
- A new ticket starts as New, with its own number.
- If the requester's name matches a contact, Spodus fills in their company and email for you.
- If the company has exactly one active contract, the ticket is linked to it, so the contract's SLA policy applies.
- What you type in Description becomes the client's first message on the ticket.
- Without a Requester email, nobody can reply to the client by email.
Log a ticket
- Go to Support and click New ticket. You can also click it on Support > Tickets, or on a contact's or company's tickets.
- Fill in the Subject and the Requester. Both are required. Type a new name to create a new requester.
- Add the Requester email, so replies reach them, and the Account if you know it.
- Set the Channel, Type and Priority. They start as Web form, Question and Normal.
- Pick a Team, or leave it on Route automatically to let your routing rules choose. Workspaces with no teams pick a Group instead.
- Pick an Assignee, or leave it Unassigned.
- Add Tags. Press Enter after each one.
- Describe the request in Description.
- Click Create ticket.
The channels are Email, Web form, Chat, Social, Phone and API. The types are Question, Incident, Problem and Task.