Tickets

Manage your business using Tickets feature in CommitCRM.

Service Management Flow

The basic flow includes the following steps (click each step to learn more about it):

1. Open the Account Window: Find an existing Account or create a new one
2. New ticket: A Customer creates a Ticket via the Web Interface or a Technician creates a Ticket via the Application or the Web Interface
3. Dispatch (optional): If the Ticket requires an Appointment (i.e. an on-site visit). Dispatch the Ticket to the correct technician
4. Resolve: Add Charges describing the work done and Resolve the Ticket
5. Bill the customer: If the Charge is Billable – create Charges reports or Invoices

New Ticket Flow

This section will demonstrate how to create a new Ticket for an Account, and how to easily dispatch it to the relevant technician.

Before you start

This guide assumes you already have some Accounts in the system. You can create Accounts by importing Accounts from Outlook, QuickBooks or any other data source. You can read more about how to import Accounts into Commit in the Commit Setup Guide.

You can also create an Account manually from within Commit:

1. From the Accounts Window, click the New icon .
2. Fill in the Account details.
3. Click OK to save.

Open the Account Window

At the top of the Account window, there is a Search pane. Using the Find field, you can search for an Account by any keyword, or you can search according to specific fields, such as phone numbers, company name, etc.

Once the search word has been typed, hit the Enter key or click Refresh. You will now see a filtered list of Accounts which includes only those who match the search criteria.

http://www.commitcrm.com/docs/gettingstarted/tutorial_accounts_window.gif

Note that you can also do a quick search by type, by selecting the [all types] drop down list and selecting the relevant type.

Once the desired Account appears in the search results list, double-click it to see its complete details.

Note that the Accounts list has several possible Views: Complete Details, List and Details, List, Business Cards, List and Complete Details. You can select the display using the View menu on the top right-corner of the window

http://www.commitcrm.com/docs/gettingstarted/tutorial_accounts_view_menu.gif

Also note that the blue Accounts on this tool bar is a menu which contains options which are relevant for Accounts only, this menu is also available in the Main menu > Accounts.

Create a New Ticket

From the Account window, you can create a new Ticket in the following ways:

1. From the Tickets, tab, click the New icon on the bottom of the tab.
2. Click the More Actions button on the tool bar and select New ticket for Account.
3. From the Main menu, select File > New > Ticket... Note that this option will not automatically use the selected Account - you need to use one of the Account options (the first two) for this.

Repeat the first step (click the new icon from the Tickets tab).

The New Ticket window opens:

http://www.commitcrm.com/docs/gettingstarted/tutorial_ticket_new_window.gif

New Ticket window

• Account - The Account is already selected since the Ticket was opened from within a specific Account. Note: If you wish to open a Ticket for a new Account, you can click the '+' in the Account field to add a new Account.
  
  
  • The Account's Description
    In the box beneath the Account name, you will see a summary of the Account's Description and the Service Internal Description. You can use the Account's Internal Description in order to keep special comments regarding the service level for this customer, which should be displayed to the user whenever opening a Ticket.
  • Other Open Tickets for the Account
    In the box beneath the description, you can see a list of other Tickets which already exist for this Account. By reviewing this list before creating new Tickets, you can make sure that duplicate tickets are not created for reported issues. If you do find a matching Ticket during the process of creating a new one, you can simply double-click the existing ticket, and the new Ticket creation will be aborted and the existing Ticket's details will be displayed.
    
    
• Contract - If no other contract was defined for the Account, the Global System Contract will be used as the default contract. At this stage, we will use the default contract to demonstrate a simple scenario.
  
  
• Show ticket in Dispatcher - When this flag is set, the Ticket will be available for dispatching in the Dispatcher window tickets list. Note that Tickets that should not be dispatched for appointments should be set with an un-checked flag.
  
  
• Manager - The manager is the person who is in charge of the Ticket. This is not necessarily the same person who will actually perform the work for the Ticket. Each Ticket can later be dispatched to several technicians to perform the actual work in several appointments/tasks.
  
  
• Ticket Description - The Ticket Description should be entered in this field.
• Click OK to Save

The New Ticket is now displayed with all the other Ticket details. You can now fill in the rest of the Ticket information as follows:

http://www.commitcrm.com/docs/gettingstarted/tutorial_ticket_details_window.gif

• You can set a different Ticket Priority (the default is Normal)
• You can set the Due Date for the Ticket. When the Due Date is reached, it will appear in Red.
• In the Details Tab you can update details about the cause, source and category for this Ticket.
• The Estimated Work Duration is there to help when dispatching. For example, when you set it to 120 minutes, and drag/drop the Ticket from the Tickets list on to the Dispatcher window, the duration of the scheduled on-site visit is automatically set for 120 minutes, rather than the default of 30 minutes.
• You can also add additional Notes in the Notes field.
• Save your changes once done.