Tickets

Tickets refer to the post-sales enquiries from your customers. You can easily create and communicate with your customers and then close it once the solution is derived.

Adding new tickets #

You can create new tickets in different ways,

• Adding Tickets info Manually
  • Click on the + Add Ticket button in the List View.
  • Add the appropriate details
  • Finally, click on Save.

• Using Quick Create Button
  • It lets you quickly add Ticket info from anywhere in Joforce CRM.
  • Click on the + icon in the top Quick Actions Menu bar
  • Choose Ticket from the drop-down
  • In the Quick Create Ticket popup, add the related information
  • Once done, hit Save
  • You can also access the complete Ticket Form right from here by clicking on Go to full form.
• Importing Tickets from Existing Files
  • You can get all your existing Ticket information from different sources inside Joforce CRM. Gather the list of all your Ticket information from different sources and convert it into a CSV file and import it all in one in just a click.

• Converting Email into Ticket
  • With the Mail convertor option, you can configure the scanning process of your incoming emails and automatically create tickets in Joforce CRM.

Default ticket fields #

By default Joforce CRM offers you a List of fields, to add the ticket-related information into Joforce CRM.

You can easily add custom fields to your ticket module to add more information.

Default ticket views #

By default, Joforce CRM renders you with 2 views,

• Open Tickets
• High Priority Tickets

You can also create custom views for your tickets to filter out the specific information from the whole stack of information.

Managing records in the Tickets module #

Common action performed

• Click on a List text box at the top → click on Create New option beside the LISTS to create custom filters.
• Click on Import → To import all your existing ticket information
• Click on More
  • Fields & Layout → To configure the module fields and customize the field layouts. Module Layouts & Fields
  • Workflows → To add workflows related to your Task and Events.
  • Picklists Values → To modify the picklist values
  • Numbering → To create custom numbering for records
  • Setup Webforms → To automate the capture of prospect info into Joforce CRM
  • Mail Converter → To automate the process of converting the email into Tickets.
  • Find Duplicates → To find duplicate in the module
  • Merge selected records → To merge the records
  • Export → To export the data to an external source

Action performed in the list view

• Click on the Search icon → To search for records in that module
• Click on the Box icon → To alter the header menu
• Double click on the menu → To sort the menu.
• Bulk Actions on multiple records → Select the desired records → click on the drop-down menu at the top
  • Send Email → To send an email to your prospects
  • Follow – To keep track of a record
  • Unfollow – Disable when you no longer need to keep track of a ticket
  • Add Tag → To add a different tag for the selected records
  • Edit → To edit the selected records on the whole (Mass Edit)
  • Delete → To Delete the selected records(bulk deletion)
  • Comment → To add comments to a selected record

Actions done on a single record

• Enable the STAR icon to follow(keep track of) a document. Disable it to unfollow.
• Click on the drop-down in the right corner of each record
  • Details → Navigate to the detailed view of the record
  • Edit → To edit the record
  • Delete → To delete the selected record
• Click on the Eye icon in the right corner of each record → To get a quick view of your record info without navigating to the detail view

Action performed in the detail view

• Click on Add Tag below the ticket icon→ To add tag
• Click on Follow – To keep track of a Ticket
• Click on Edit → To edit the record
• Click on Send Email → To send email to your prospects
• Click on More
  • Delete → To delete the record information
  • Duplicate → To replicate the already existing record to create a new one.

View/ addition of other module records related to the particular Ticket #

You can easily view/ add the other module records related to a specific ticket.

• Go to the detailed view of the particular record
• Click on the appropriate module icon. It displays all the related records.
• You can also relate a new record either
  • By selecting from the already existing records
  • By adding a new record to that module

The list of modules included are

• Activities, Documents, Services, and Projects.