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How to work with the activity support ticket?
How to work with the activity support ticket?
Updated over 2 weeks ago

Introduction

The ticketing module enables you to keep track of all activities related to support tickets. At a glance, you can see the number of open tickets, which are being processed and which have been completed. You can see recurring problems per relation and all contact moments per support ticket. In this article, we explain how to work with the support activity and refer to useful related articles.

  1. How to create a support ticket?
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  2. How do you use and adjust phasing?
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  3. How can you see which tickets are still open?
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  4. How can you track your support tickets?
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  5. How do you complete a ticket?
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  6. How to activate the ticketing module?
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1 How to create a support ticket?

A support ticket contains all information about an open issue with a customer. This can be a problem, a need for information or a desired modification. A support ticket is an Activity and it is associated with a relationship.
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There are three methods of creating a support ticket:

  1. By the customer via an e-mail. More information on this can be found in the article How does the ticketing module work?
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  2. By the customer via the support portal. See the article How does the support portal work?
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  3. Directly in Tribe.
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Creating a support ticket directly in Tribe:

  1. Click on the + button in the top bar
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  2. Choose Support Ticket
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    Add a support ticket in Tribe CRM
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  3. Enter the subject. The advice here is to enter as clear a subject as possible. This gives a diverse list from which a pre-selection can already be made if, for example, you want to assign tickets to an employee who focuses mainly on network problems
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  4. Enter the remaining details
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  5. Click Save and open if you want to continue working on the ticket or Save to save the ticket and continue with other work
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    Add a support ticket step 2 in Tribe CRM
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  6. Enter further details

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Did you know?
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A support ticket is always created with an organisation's contact person? This gives insight into who has opened which ticket and there can be direct communication with this contact. You can create a support ticket directly in the contact's relation card. To do so, open the contact of the relation and click on + Support Ticket.


2 How do you use and customise phasing?

The following phases are in the system by default:

New:

You create the support ticket, but do not process it yet

In process:

You create the support ticket and process it immediately

Completed:

The issue is dealt with immediately so the notification may be set to completed immediately

This is the standard setup within Tribe and these stages can be adapted to your organisation's procedures. For example, you can choose to add Waiting for Information, In Process or For Development.
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The phases are displayed in the bar at the top of the ticket (1). The green Completed button (2) is clearly visible at the top right.
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Displaying phases in a support ticket in Tribe CRM
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Once the phase is set to Completed, this phase does display in the bar above the ticket.
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The display of phases in a support ticket - completed in Tribe CRM
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How do you customise the phases of a support ticket?
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You adjust the phases of a support ticket in configuration:

  1. Click Configuration.
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  2. Click Activities.
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  3. Click the name Support Ticket.
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    Configuring support phases in Tribe CRM
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  4. In the Phases (4) tab, click on the existing titles to adjust the default phases
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  5. Or click + Add (5) to add new phases

  6. For each phase, specify whether this is the Default value (6).
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  7. And whether this is an End Stage. All tickets with a phase marked as Final Step (7) are not shown in the Open Tickets overviews.
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  8. Click Save

    Configuring support phases in Tribe CRM
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  9. After adding the phases, adjust the order if necessary by clicking on the six dots and dragging the phase to a new place.

Changing order of support ticket phases in Tribe CRM
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3 How can you see which tickets are still open?

On the dashboard of the support page, you can find all support tickets. The following default widgets are available:
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  1. My support tickets: Display of all open support tickets that are in your name. Open a ticket directly by clicking on it.

  2. Open support tickets: Display the number of support tickets per phase. As soon as you click a phase, the support tickets in that phase are displayed below it.
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  3. Support tickets per employee: Display the number of support tickets per employee. As soon as you click on an employee, that employee's support tickets are displayed below it.
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  4. Unlinked emails per mailbox: This widget displays all emails that could not be directly linked to a relation or support ticket. The article How does the ticketing module work provides more information on this.
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  5. In addition, you have the option of creating a widget of the support views in which you can select which columns are of interest to you. The articles How do I create a list view and What are widgets give more information about this.

The support dashboard in Tribe CRM
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4 How can you track your support tickets?

Tribe allows you to enter, display and track all communication around a support ticket. Related notes, tasks and appointments are linked to the ticket and clearly displayed. In this section, we will explain how you can track your support tickets.
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  1. Add notes: Add a note to the support ticket at any time when you have had contact with your customer. This creates a good picture of the progress of a support ticket. These notes can be records of phone calls or appointments, or internal notes. Click +Note to add a note. Slide the Visible in support portal option (if you are using the support portal) to the right if the customer is allowed to see this note.
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  2. Schedule an appointment: If it is desirable for the resolution of a ticket to make an appointment with a customer for e.g. a visit, a phone call or a remote session, schedule an appointment via the support ticket. This way, you always have all relevant information in the appointment and the appointment is visible in the support ticket and possibly your Outlook or Gmail calendar. To do so, open the support ticket and click on +Appointment
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  3. Send an e-mail: From the support ticket, send an email to the customer, this way your email is archived directly with the customer and you have all communication around this support ticket in one place. Click +E-mail and compose the e-mail. Choose the appropriate template and add an attachment by clicking on the paper clip. Click Send once the e-mail is ready.
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  4. Schedule a task: You can schedule tasks for yourself or for a colleague in the support ticket. The tasks are displayed on the dashboard in My workplace so that they are not forgotten. To do this, click +Task

Email, notes and attachments in a support ticket in Tribe CRM
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All activities that are scheduled are displayed in under the Open heading. All activities that are completed are displayed under the Done heading.
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Activities open and activities in archive in Tribe CRM
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Did you know?
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You get more explanations about what you see in the relationships and activities screen in the article What do I see on my screen (relationships and activities)? The article How do I create an activity provides more information on how to add tasks, appointments, attachments and notes.

Add notes customer portal
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The support portal, allows your customers to log in directly to his personal customer environment. This gives him insight into the current status of support tickets, attachments, e-mail communication and shared notes. He also has the option to add notes himself. The article How does the support portal work provides more information on this.
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5 How do you close a ticket?

Adjust the phase of a support ticket to completed or closed, once a support ticket is closed.

  1. It is recommended to fill in a cause and a solution before the ticket can be set to completed. Colleagues with a similar query can easily look back to see what the solution to this ticket was.
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  2. Click the green Complete button in the opened ticket or the check mark behind the phase bar.
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    How to complete a ticket in Tribe CRM
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6 How do you activate the ticketing module?

Administrators of Tribe CRM can easily activate the Ticketing module themselves. To do this, navigate to the account settings.

  1. Click the organisation icon at the top right of the blue bar.
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  2. Click on Account settings.
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  3. Click the Add/Remove modules button.
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  4. Tick the Ticketing option and click on get started.

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