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Tickets

A ticket without a conversation

Log a problem for a customer who came to a branch, called, or sent a letter, and send them their reference.

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Not every problem starts in a chat. A customer walks into a branch, rings your office line, or sends a letter. Log it so it’s followed like any other ticket.

  1. On the Tickets list, choose Add ticket.
  2. Find the Customer by name, email or phone, or add them.
  3. Choose the type and write the title.
  4. Choose How it came: At a branch, By phone, By letter, In person or Other. For a branch, choose which one.
  5. Make the ticket.

The customer is sent the reference by email or SMS. The ticket is worked on its own page. If the customer later writes on WhatsApp or the website chat and quotes the reference, that conversation joins the ticket.

The person who made it, and the person it’s given to, can always see it, even without access to its inbox.

Still need help?

More in Tickets

  • Tickets What a ticket is, how a conversation becomes one, what each state means, and what the customer is told along the way.
  • Set up ticket types, states and promises Choose your reference prefix, make ticket types with their own fields and promises, add your own states, and pick the inboxes that make tickets.
  • The tickets list Find any ticket by reference, filter and sort the list, save views, change many tickets at once and export to CSV.
  • Ask another team for help Give finance, operations or another team a task on a ticket, sharing only what they need, and follow it under My tasks.
  • Merge, link and track Merge two tickets about the same problem, split one off, link related tickets, and use a tracker when many customers report the same thing.
  • Complaints and your regulator Set your Complaint type from your regulator's rules, keep the complaints register, extend promises, record decisions, and work out compensation when a complaint is late.