Create Customer Support Ticket

Create a ticket from the Tickets page

1. Click Comms in the sidebar, then Tickets, and click New Ticket.
   
2. Under Ticket Information, fill in:
   • Subject: a short title, for example “Squeaking brakes”.
   • Contact: start typing the customer’s name and choose the contact. Name and Email address fill in automatically, and a Vehicle field appears so you can link one of their vehicles.
   • Department: for example Workshop, Store or Reception.

   

3. If you like, also set:
   • CC: extra email addresses that get the replies.
   • Tags.
   • Assign ticket (default is current user): the staff member who looks after the ticket.
   • Priority: Low, Medium (default) or High.
   • Service: click + to add a new one.
4. Type the Message. Use Insert predefined reply to add a saved text. Add files under Attachments (click + for more files).
5. Click Open Ticket. The ticket opens and gets the next ticket number.

Create a ticket for someone who isn’t a contact

1. On the new ticket form, click Ticket without contact next to Ticket Information.
2. The Contact field is replaced by Name and Email address. Type them in. Click Ticket to contact to go back to choosing a contact.
   
3. Fill in the rest of the form and click Open Ticket.

Create a ticket from a vehicle

1. Open the vehicle, click the Communication tab, then Tickets. The Tickets Summary shows the vehicle’s tickets by status.
2. Click New Ticket.
   
3. The vehicle’s owner and the Vehicle are already filled in. Add the Subject, Department and Message and click Open Ticket.
   

Tip: what the customer sees on the public form, and who gets notified about new tickets, is set in Support Ticket Settings.

Next: Reply to Customer Support Ticket