Overview
Track help desk requests with status, priority, channel, response due dates, and ticket comments.
Main purposeTrack help desk requests with status, priority, channel, response due dates, and ticket comments.
Important areasTicket number, subject, status, priority, channel, category, owner, first response due, resolution due, comments, internal notes.
Business valueTickets give support teams a focused queue for customer requests and response commitments.
Where To Find It
Common Path: Service > Tickets
Exact access can depend on your QCRM role. If the menu item is not visible, ask an administrator to review your permissions.
How It Works
- Tickets represent help desk requests and can link to contacts, companies, deals, and cases.
- Status moves through open, pending, resolved, and closed.
- Customer-facing comments affect response tracking while internal notes keep team-only context separate.
Main Areas
| Area | What It Is Used For |
|---|---|
| Ticket list | Review support requests by status and priority. |
| Ticket details | Shows subject, channel, customer links, due dates, and resolution. |
| Ticket conversation | Adds customer-facing replies or internal notes. |
| SLA dates | First response and resolution due dates. |
Important Fields And Controls
| Field Or Control | What It Means | When To Use It |
|---|---|---|
| Ticket number | Optional or automatic help desk reference. | Use in customer communication. |
| Subject | Short description of the request. | Required and should be clear. |
| Status | Open, pending, resolved, or closed. | Update as the request moves forward. |
| Priority | Low, medium, high, or urgent. | Use to show response urgency. |
| Channel | Email, phone, web, chat, WhatsApp, or other. | Use to track how the request arrived. |
| Resolution due | Deadline for resolving the ticket. | Use to manage service commitments. |
Recommended Workflow
- Create the ticket with subject, customer link, channel, priority, and description.
- Set owner and due dates when the request has service commitments.
- Add customer-facing replies when communicating with the customer.
- Use internal notes for team-only information.
- Set resolved and closed dates when the request is completed.
Best Practice
- Use Pending when you are waiting for customer or third-party information.
- Do not put private team notes in customer-facing replies.
- Close only after the request is resolved and any required confirmation is complete.
Troubleshooting
- If SLA dates look wrong, review first response due, resolution due, resolved at, and closed at.
- If comments cannot be added, check ticket comment permission.
- If a ticket should relate to a case, select the case link on the ticket.
FAQ
Do internal notes count as customer replies?
No. Internal notes are for team context and should not count as customer-facing response.
When should I use a ticket instead of a case?
Use tickets for help desk requests and response tracking. Use cases for structured service issue management.