📍 Where can I find this module?
Main menu > Support
Introduction #
The Tickets module lets you manage support requests and incidents reported by your customers. Each ticket tracks a request from creation through resolution. It is accessible via Customer Support > Tickets.
1. Create a ticket #
Click on Create Ticket from the module list.
Key information:
- Subject: Brief description of the issue (required)
- Customer account: the customer in question
- Contact: the person who reported the issue
- Status: the ticket's status (open, in progress, on hold, closed)
- Priority: urgency level (low, normal, high, urgent)
- Commitment: the expected level of service (SLA)
- Assigned to: the user or group responsible for processing
Description and resolution:
- Description: Details of the reported issue
- Solution: Description of the resolution reached
2. Ticket Lifecycle #
A ticket typically follows this path:
- Open: The ticket has been created and is awaiting resolution
- In progress: an agent is working on resolving the issue
- Pending: The ticket is awaiting information from the customer or a third party
- Closed: The issue has been resolved
3. Related items #
From record ticket record , you can access:
- Service Agreement: The SLA applicable to the customer
- Documents: attachments (screenshots, logs, etc.)
- Activities: actions planned or completed to resolve the ticket
- Comments: Ticket conversation history
4. Frequently Asked Questions #
Can customers create tickets on their own?
Yes, if the customer portal (extranet) is enabled, customers can submit and track their tickets directly online.
How do I track the time spent on a ticket?
The Hours field allows you to enter the time spent on resolution. This time can be compared to the commitments in the service contract.
How do I get notified when a new ticket is created?
Notifications can be configured via Kafinea workflows to alert agents by email when a ticket is created or updated.