customer service and ticketing in hyperteam crm

Customer Service and Ticketing in

HyperTeam CRM

www.sharepoint-florida.comCRM homepage Ticketing homepage

The Ticketing application can be opened directly from the

HyperTeam CRM by clicking on the ticketing icon

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

www.sharepoint-florida.comViewing your tickets

I. View detailed information about a ticket by double clicking on it

directly from the homepage

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

www.sharepoint-florida.comEditing your ticketsEdit 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

www.sharepoint-florida.comDeleting your tickets Delete tickets by using the trashcan icon

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


Fill in all applicable information to complete the

process


Please note that in order to save a new ticket you

must complete the fields starred in

red

a. Ticket Information


Each ticket can be linked to a Contact, Account,

Product and Order in your CRM system

b. Connections

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.

www.sharepoint-florida.comCreating new ticketsc. Upload Picture or

Document File


Add notes to your ticket to clarify the issue and ensure the best results!

d. Notes

www.sharepoint-florida.com

To save your ticket, simply select the applicable status

Saving Tickets

www.sharepoint-florida.comActions – step by stepNew ticket:

In progress status:

If the status is Rejected, the

ticket ends

www.sharepoint-florida.comActions – step by stepWaiting for customer status:

Task done waiting for feedback status:

If the status is Closed

successfully, then the ticket

ends

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

customer service and ticketing in hyperteam crm

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