Customer service and ticketing in HyperTeam CRM
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The document provides an overview of the ticketing application in HyperTeam CRM. It describes how to access ticketing from the CRM homepage, view existing tickets, create and edit tickets, and link tickets to contacts and accounts. Instructions are given for common ticketing tasks like adding notes, uploading files, changing statuses, and receiving email notifications for status changes.
Customer service and ticketing in HyperTeam CRM
- 1. Customer Service and Ticketing in HyperTeam CRM
- 2. www.sharepoint-florida.comCRM homepage Ticketing homepage The Ticketing application can be opened directly from the HyperTeam CRM by clicking on the ticketing icon
- 3. www.sharepoint-florida.comTicketing homepage On the Ticketing homepage you will see an overview of your tickets To check the status of all tickets or to check the status of tickets by category, simply select the appropriate icon from the menu When directed to the homepage you will automatically see your open tickets
- 4. www.sharepoint-florida.comViewing your tickets I. View detailed information about a ticket by double clicking on it directly from the homepage
- 5. www.sharepoint-florida.comViewing your tickets Click on a ticket name to view its complete profile II. Select the ticket page under the menu to view an additional list of your tickets
- 6. www.sharepoint-florida.comEditing your tickets Edit ticket information and change the ticket status by selecting the pencil icon GOOD TO KNOW When adding a note directly from the default page, the system will give you the option to change the ticket status without requiring you to open the ticket with the pencil icon
- 7. www.sharepoint-florida.comDeleting your tickets Delete tickets by using the trashcan icon
- 8. www.sharepoint-florida.comCreating new tickets II. From the homepage you can create a new ticket by selecting "+ Create new Ticket” I. From the ticket page you can create a new ticket by selecting the plus icon
- 9. www.sharepoint-florida.comCreating new tickets Fill in all applicable information to complete the process
- 10. www.sharepoint-florida.comCreating new tickets Please note that in order to save a new ticket you must complete the fields starred in red a. Ticket Information
- 11. www.sharepoint-florida.comCreating new tickets Each ticket can be linked to a Contact, Account, Product and Order in your CRM system b. Connections
- 12. www.sharepoint-florida.comCRM connections Once connected to a Contact, Account, Product or Order, the ticket will appear on the appropriate CRM profile (Contact, Account, Product and Order). This allows you to track tickets from both systems, as well as to view all tickets associated with each profile.
- 13. www.sharepoint-florida.comCreating new tickets c. Upload Picture or Document File
- 14. www.sharepoint-florida.comCreating new tickets Add notes to your ticket to clarify the issue and ensure the best results! d. Notes
- 15. www.sharepoint-florida.com To save your ticket, simply select the applicable status Saving Tickets
- 16. www.sharepoint-florida.comActions – step by step New ticket: In progress status: If the status is Rejected, the ticket ends
- 17. www.sharepoint-florida.comActions – step by step Waiting for customer status: Task done waiting for feedback status: If the status is Closed successfully, then the ticket ends
- 18. www.sharepoint-florida.comE-mail notifications New Ticket Notifications When a new ticket is added to the system, the person assigned to the ticket receives an e-mail notification. This e-mail contains a link that takes the individual to the ticket and allows them to change the status and even add notes. Change of Status Notifications • Waiting for customer status: Requestor receives an e-mail notification • Task done, waiting for feedback status: Requestor receives an e-mail notification • Rejected status: Requestor receives an e-mail notification • Closed successfully status: person Assigned to the ticket receives an e-mail notification