Support/How to Create a New Ticket

Add a new Ticket by clicking on the “New” button on the Support screen and enter more detailed information.

1. From the Support screen, click on the “New” button. The “New Ticket” dialog will appear.
2. Fill in a brief summary of the question or issue in the Subject field. This is similar to the subject of an email message.
3. Select an Issue Type from the drop-down. This is helpful to group similar types of tickets together for reporting and statistical purposes. The choices in this list can be modified by your CRM Administrator.
4. The Status is automatically set to "New" for all new tickets. The Assigned support person is responsible for updating the ticket status.
5. The Account should already be filled if you added the new Ticket from the Account detail. Otherwise use the lookup button to select a related account.
6. You may leave the Contact blank, or use the lookup button to select a Contact. This is typically the person at the customer account who submitted the ticket, and the person who should be notified when the issue is resolved. If the related contact is a portal user, they will be able to manage this ticket by logging into their customer portal. Portal contacts automatically receive an email alert whenever their ticket is updated and when a new comment is added.
7. The ticket should be Assigned To an active CRM user with a valid email address. This person will be receive an email alert to notify them of the new ticket.
8. You can assign a Manager as needed (such as when a ticket is escalated). This user will also receive email alerts when the ticket is updated or closed.
9. Type any additional information into the Details field. Use the rich text formatting toolbar to highlight important information or to insert an image, website address or other details to describe the issue.
10. Click the “Save & Close” button to save your changes and return to the Ticket list view.