Getting started series
Handling your first support ticket
Set up a support team, log a customer's problem as a ticket and work it through to closed. The order matters because the app only lets you create a ticket once you belong to a work group, and the ticket form only offers customers and categories that already exist. 5 videos, 9 minutes.
1:28
Part 1 of 5Create your support team
You can only create a ticket once you belong to a work group, and a new company has none, so make your support team first.
1:29
Part 2 of 5Sort your tickets into categories
The ticket form only shows a category picker once categories exist, so add the kinds of problem you handle before logging tickets.
1:27
Part 3 of 5Add the customer who needs help
A ticket is linked to the customer who reported the problem, and a new company has no customers yet, so add one first.
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Part 4 of 5Log your first support ticket
With a support team, categories and a customer in place, you can now record the customer's problem as a ticket.
2:29
Part 5 of 5Reply, reassign and close the ticket
A ticket is only finished when someone works on it and closes it, so finish by taking your first ticket from open to closed.
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