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Tickets

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In the CompanyBudget terminology, tickets are any kind of customer service requests as they occur after sales. The support functions help you to collect and sort customer requests, inquiries, disturbances, problems etc. related to sold goods or services. The support functions keep CRM users and customers informed on the status reached in respect to the response to customers messages. Sales staff and management can get a quick overview of support activities related to customers or products or both.

==To create Tickets==

#Go to ‘Support’ > ”Tickets”.
#Click on the {{Button|+}} icon.
#In the Create view, enter the ”Ticket” details.
#Click ””’Save””’ to update your details. Ticket details are displayed in detail view page where you can perform the additional operations. Refer to the ‘Associating Tickets with Other Records’ section for more details.

[[file:createviewTroubleTicket.png]]

List of Standard Ticket-related Fields.

{| cellspacing=”1″ cellpadding=”1″ border=”1″ style=”width: 1002px; height: 235px;”
|-
| Field Name
| Description
| Data Type
|-
| Title*
| Specify the title of the ticket. This field is mandatory.
| Text box, Alphanumeric (255)
|-
| Priority
| Select the priority of the ticket from the drop-down list.
| Pick list
|-
| Status
| Select the status of the ticket from the drop-down list.
| Pick list
|-
| Group

| Select the group of the ticket from the drop-down list.
| Pick list
|-
| Category
| Select the category of the ticket from the drop-down list.
| Pick list
|-
| Submitted By
| Displays the name of the contact.
| –
|-
| Assigned To
| Select the name of the CompanyBudget user to whom the ticket is assigned.
| Pick list
|-
| Contact Name
| Select the name of the contact who submitted the ticket.

| Lookup
|-
| Description
| Specify details about the ticket.
| Text Area (long text)
|-
| Comments
| Specify follow-up notes about ticket.
| Text Area (long text)
|}

==To create Tickets instantly==

#Click the ‘Support’ > ”Tickets” tab.
#Enter the mandatory details, such as ”Ticket Title” and ”Priority”.
#Click ”’Save”’. Ticket details are displayed in the list view where you can update more details to perform the additional operations.

==Working with Tickets==

On successful creation of ticket, an email notification will be sent to the user or a group that was selected in ”Assigned to” drop down. If you have the ticket related to a contact or organization, every time you make changes to the ticket, an automatic email will be send to the related entry, informing about the changes. Each ticket can go through different working stages and will be closed sooner or later. The CRM will help you to keep track of the working progress, and records the changes. Any CRM user who has access to edit the ticket can post a comment.The comments will be sorted in chronological order and indicate the CRM user who made the comment. At the end of the life cycle of a ticket, you may present the solution. If you do not want such an email notification to be sent out you have to enable the check box ”Email Opt out” of the related contact. All changes to a ticket are displayed at the ticket history. The information allows you to track the following:

*Who changed the ticket information?
*What changes have been made?
*What was the time line of changes?

To view or to add ticket related activities, documents or services can be done from the ‘More Information’ tab.

==Navigating Tickets==

You can navigate ”Tickets” available in the Tickets List. To navigate trouble tickets.

#Click the ‘Support’ > ”Tickets” tab.
#In the ”Tickets List” section, click the Start, Previous, Next, or End link to access the respective list of ”Tickets”.

==Searching Tickets==

You can search tickets with basic details, such as Ticket No, Title, Related To, Status, Priority and Assigned To.You can refine your search by providing more details in advanced search. To achieve this click on ”Go to Advanced Search” link. You can also search tickets alphabetically. To search tickets,

#Click the ‘Support’ > ”Tickets” tab.
#In the ”Tickets Home page”, click the ‘Search icon’ under toolbar.
#Provide the basic search criteria in text space provided, Select relevant value from the drop down and click ””’Search Now”’ button.
#Click on the link ”Go to Advanced Search”.This block contains three columns.Select desired information from pick list in first column, set desired relation from pick list in second column, and enter one or multiple items in third column manually. Items you enter in third column should be separated with commas.

==To create duplicate Tickets==
Duplication can be performed to view the copy that exactly corresponds to an original ticket.
#Click the ‘Support’ > ”Tickets” tab.
#click on desired ticket to perform operations.
#In the detail view of the ticket, click on ””’Duplicate””’ button to view two exact copies of same ticket.
#click on ””’Edit””’ to modify some of ticket-related details.
#click ””’Save””’ to update your changes.

==Associating Tickets with Other Records==

You can be able to associate the ticket with related modules such as ”Activities”, ”Documents”, ”Ticket History”, ”Activity History”, ”Services”, ”Projects”.To achieve this click on ”More information” link in detail view of a ticket.

#”Activities”: Click on ””’Add To Do””’ or ””’Add Event””’ to Schedule meetings or calls.
#”Documents”:Click on Add Documents to associate a new Document with the ticket and Select Document to associate with existing document(s).
#”Ticket History”:To view all the operations and actions performed through’out the life cycle of the ticket.
#”Activity History”:To view all the activities performed on the ticket.
#”Services”:Click on ””’Select Services””’ to associate the ticket with existing Service(s). This can be done in case if the ticket is related to the service.
#”Projects”:Click on ””’Select Projects””’ to Associate the ticket with existing Project(s).

==Converting Tickets to FAQ==

Once the customer’s ticket is successfully resolved, you can convert the ticket to FAQ for a better reference in future.

Steps to convert Ticket to FAQ

#In the Tickets Home page, select the ticket to be converted.
#In the Ticket detailed view, click the ”Convert to FAQ” link.
#In FAQ edit view, update the FAQ information and click ””’Save””’.

==Deleting Tickets==

Rarely, you may need to remove the unnecessary tickets, which are not tracked further. This will help you manage your tickets in a better way. You can delete tickets either individually or in bulk.
{{Template:note|Warning: Deleting tickets is a destructive operation, hence use this option carefully.}}

===To delete Tickets individually===

#Click the ‘Support’ > ”Tickets” tab.
#In the ticket home page, select the ticket to be deleted.
#Click on ””’Delete””’.In the confirmation dialog, click ””’OK””’ to delete the ticket permanently.

===To delete Tickets in bulk===

#Click the ‘Support’ > ”Tickets” tab.
#In the tickets list view, select the tickets to be deleted using the Select check box (first column).
#Click on the ””’Delete””’ button.
#In the confirmation dialog, click ””’OK””’ to delete the selected tickets permanently.

Tư Vấn Mua Hàng

Ms. Vũ Thị Hòa | Vũ Thị Hòa

03213946789| kd1@thienha-kamedafood.com

Ms. Mai Tường Vy | Mai Tường Vy

03213946789 | kd2@thienha-kamedafood.com

Mr.Hải Tú | Lê Hải Tú

03213946789 | kd3@thienha-kamedafood.com


Nhắn tin cho THIEN HA KAMEDA., Jsc