Log your first support ticket

Transcript

Select a time to play the video from that moment.

1. 0:01

   This video follows Add the customer who needs help. With your support team, categories and customer in place, you can now record the customer's problem as a ticket, so nothing gets forgotten.

2. 0:14

   First, sign in with your username and password.

3. 0:30

   In the Customers menu, open Tickets, then Tickets, and click Add ticket. If you belong to more than one team, first choose the team that raises the ticket, here Customer Support. With just one team, the form opens straight away.

4. 0:47

   Choose the customer who reported the problem, and leave the customer portal switch off, so the ticket stays internal for now. The ticket goes to the Customer Support team, and since a wrong invoice is urgent, set the priority to High.

5. 1:01

   Give the ticket a short title, and describe what the customer told you. Choose the Billing category, so billing questions are easy to find later. Only the team, the priority and the title are required.

6. 1:15

   Click Submit. The ticket opens with its own number, which you can give the customer when they call back, and its details show the team, the priority and the customer.

7. 1:33

   Back in the Tickets list, type part of the title in the Issue box, set Status to open, and click Apply Filters. Your ticket is listed as open, assigned to your team, waiting for someone to work on it.

8. 1:45

   The customer's problem is now recorded as an open ticket for your team. A ticket is only finished once it is closed, so the next video is: Reply, reassign and close the ticket.