Ticket Management

Scope

This document covers new concepts and features regarding Ticket Management introduced with the release of CommitCRM version 5.3. The main features are new features include new Ticket navigation, new Ticket Inbox view and enhanced email correspondence management.

Other Ticket references: Ticket Workflow

Introduction

Tickets in CommitCRM provide a comprehensive ticketing system to help you record all the information for a call including status, priority, and nature of the issue, and track time-to-resolution.

Each ticket can support multiple activities for ongoing projects and complex service tickets, as well as access contract/billing information to determine required charging information.

Tickets are the communication point with your customers. This means customers can access Ticket information via Commit Web Interface, or communicate about a specific Ticket using email. All email communication can be logged in the Ticket level. See more details under Email Correspondence.

Ticket Information

Each Ticket in CommitCRM holds information which is relevant for the service call. It keeps information such as the Ticket description, status, due date and more. This information is displayed in the Ticket's General tab and Details tab.
In addition to the general Ticket data, each Ticket can store related information to provide quick access to all data linked to this Ticket.
The Ticket data linked to the Ticket includes:

• Account – The Account which is linked to this Ticket.
• Asset – The Asset which is linked to this Ticket.
• Contract – The Service Contract under which the Ticket was created, and for which the Charges will be billed to.
• Tasks – Pending Tasks for this Ticket (under the Pending tab).
• Appointments – Pending Appointments for this Ticket (under the Pending tab).
• Charges – Charges logged for this Ticket for work, expenses and parts.
• Messages – Internal CommitCRM messages between employees, linked to this Ticket.
• Email Correspondence – All email communication performed for this Ticket (see more details in Email correspondence).
• Documents – Files linked to this Ticket.
• History – All of the activity performed for the Ticket – updates audit, done appointments and tasks, history notes, emails, documents, etc.

Each Tab shows relevant linked information, and most data can be accessed directly from the Ticket by right-clicking the relevant object or simply double-clicking it.