Ticketing Center
Last updated
Last updated
The Ticketing System in CRM is a powerful tool that helps businesses streamline how they manage customer requests and internal tasks. By organizing all tickets in one centralized location and automating the process of assigning them to the appropriate teams, you can improve efficiency, enhance collaboration, and provide better customer support.
This guide will walk you through the detailed steps of creating and configuring a ticketing system using the CRM’s flexible features.
Centralized Management All tickets—whether customer-facing or internal—are stored in one place, reducing chaos and improving organization.
Automated Workflow Tickets are automatically routed to the right department based on tags, categories, or pre-set rules.
Improved Collaboration
Team members can leave comments, share updates, and access files related to tickets, ensuring everyone is on the same page.
Enhanced Customer Experience
Customers can track the status of their requests, receive timely updates, and feel confident their issues are being addressed.
Time Efficiency The integrated calendar and priority settings help teams focus on critical tasks and meet deadlines effectively.
To begin, log in to your CRM account and head over to the Lists section. Once you're there, click on the option to + Add list.
Next, enter a name for your list. For the purposes of this tutorial, we’ll designate it as “Ticketing System.” This list will act as a centralized hub where all incoming customer requests and internal tickets are systematically stored and managed.
A standout feature of CRM is its robust customization options for the customer data displayed in your ticketing list. This functionality ensures that you always have immediate access to the most relevant and actionable information when managing tickets and engaging with customers.
Default Data Fields
When configuring your ticketing list, CRM provides a selection of standard customer data fields to choose from. These integral fields include Name, Description, Street, Postcode, City, Country, Vat ID, Email, and Telephone.
These essential data fields are displayed alongside each ticket, providing customer service representatives easy access to critical customer information, thereby streamlining communication and issue resolution.
Custom Data Fields
In cases where default options fall short of your specific operational needs, CRM empowers you to create custom data fields tailored to your business objectives. For example preferred contact method, customer priority level, order reference number, contract end date - it's completely up to.
Flexible Ticketing Solutions
This level of flexibility allows you to fine-tune the ticketing system to meet the unique requirements of your organization and the expectations of your customers, ultimately enhancing the effectiveness of your support team.
Now, define which system features you want to activate within the Ticketing System. To ensure the ticketing process functions properly, it’s essential to activate the Ticketing and Client Panel modules.
Additional modules, such as Notes, Calendar, Files, or Chat, can further streamline your workflow and improve collaboration with clients, making it easier to manage tasks and communication effectively.
Visualize it as a dynamic virtual dashboard that helps you track, prioritize, and respond to tickets with ease and precision, while the additional modules provide extra tools to enhance your team's efficiency and client interactions.
About Modules
Go to our Modules article to learn more about all of the available features in detail!
Tickets Module
This is the core of your ticketing system. It lets you track all customer requests, assign tickets to team members or departments, and monitor their progress.
You can create tickets manually or have customer requests automatically converted into tickets via email or forms.
Tickets can be categorized, prioritized (e.g., low, medium, high priority - you decide), and tagged to ensure they are routed appropriately.
Client Panel Module
This module provides customers with access to the ticketing system, enabling them to:
Submit new tickets directly.
Track the status of their requests in real time.
Add attachments or comments to open tickets.
Client access can be customized to ensure they only see relevant information.
Files Module
Attach files such as contracts, screenshots, invoices, or troubleshooting guides to individual tickets.
This ensures all related documentation is easily accessible in one place.
Notes Module
A space for team members to leave internal comments or updates on specific tickets.
For example, IT can note their progress on resolving a technical issue, or accounting can track communications regarding an invoice dispute.
Notes are timestamped for clarity and accountability.
Calendar Module
Use this module to quickly schedule meetings with your client. It provides an easy way to organize and manage appointments, ensuring seamless communication and collaboration.
Once your ticketing list is established, it's time to seamlessly integrate your team into the process. Collaboration is essential for effectively resolving tickets and enhancing overall productivity.
Upon sending the invitations, each invited member will receive a notification email featuring a personalized invitation link. Once they accept, they will gain full access to the ticketing system, ready to contribute to its success.
In the next step, the CRM gives you the flexibility to control how much access your employees have to the list and its settings. During the list configuration, you can define the scope of their permissions, such as:
Allowing employees to view only the clients assigned to them.
Restricting the ability to remove added clients so that only the list owner can perform this action.
Restricting the ability to manage custom fields on a client's card to the list owner.
Ensuring no duplicate records by preventing the addition of two clients with the same name or email.
Once you’ve set up these permissions, click the Next button to proceed to the next step.
After completing all the setup steps and configuring your ticketing list, you will be taken to the main view of your newly created list. This is where the real magic happens—you can now start adding customers and test how your settings function in practice.
To fully explore the functionality and design of your ticketing list, it’s time to add your first client manually. This step not only allows you to test the system but also unlocks additional features available in the ticketing list interface.
Start by entering essential customer details such as name, email, and phone number. If you’ve set up custom fields in the data set step, they will also be available for you to fill in. After completing the information, click the Add button to instantly add the customer to your list. Our first client will be Kate Miller as follows:
Once you’ve added your first client to the ticketing list, the main view of your ticketing system will expand to reveal additional features and tools. This enhanced view provides greater functionality, allowing you to fully manage your ticketing system and customer database.
Import Clients from Existing Database
For bulk additions, after you add your first client manually to the list, you can use the import feature to transfer data from an external database. Click the Import clients list button and upload your file in CSV.
Before importing your CSV file
Before you import your CSV file, please download our template CSV file to make sure your file matches the right columns order.
Once you have your first clients added to the list, you can start organizing your workflow by creating User Groups and Adding their positions. Add the team members you want to have access to the list, assign them specific positions, and group them in a way that streamlines the process of handling and transferring client requests efficiently.
Creating user groups and defining positions for your coworkers ensures better role clarity and improves collaboration within your team.
Start by clicking the Invite Users button located in the main panel of the list:
When you click the Invite Users button, you'll be able to see a list of people invited to collaborate on your ticketing list:
Before adding more users, be sure to create User Groups and assign positions for your team members first. This will help you structure your team efficiently and ensure that the right people are assigned to the appropriate roles when handling client requests.
To create a group, click the User Groups button located at the top of the view:
Next, start adding groups by entering their names and hitting the Add button. In this guide we will create three groups: Security Team, IT Team, and Finance Team.
To improve the process of assigning client requests to the appropriate team members, you can add User Positions. Simply click the User Positions button and begin entering job titles, such as Junior Specialist, Specialist, and Senior Specialist. After typing the position name, click the Add button to include it in the list.
This will enable you to assign tasks more effectively based on the roles and expertise of your team members.
After defining the groups and adding the positions, you can invite your coworkers to collaborate on the list and specify their permissions. Since you’ve already set up the groups and positions, you can assign this information during the invitation process.
All set!
Now each of your team members has the appropriate role and access level according to their responsibilities.
Now, let's go back to the clients!
If you want to view detailed information about your client, as well as the tickets associated with their account, simply click on the client’s name in the ticketing list. This will open the Client Card, a dedicated view for managing all client-related data and interactions.
At the top of the Client Card view, you’ll find the Support Request section. This is where you can see all tickets associated with the client, along with a convenient Create New Ticket button to add new internal requests directly.
Our CRM system is designed to handle both client-submitted support requests and internal requests created by your team, making it a flexible solution for managing all types of tickets.
Before exploring how tickets appear and function for both your team and your clients, it’s essential to create your list's categories first to ensure a smooth and seamless workflow. Proper setup will save you time, streamline communication, and ensure that every ticket is managed as it should be.
In the main list view, you’ll find the Add Category button located on the action bar. Categories are designed to help you organize and structure your clients, making it easier to manage them. For example, you can create categories such as VIP Clients, New Customers, or High Priority Accounts to ensure a clear and efficient workflow.
While working on the client card, you will also be able to view and/or change the client's category. This allows you to easily update the classification of the client, helping to organize and prioritize their requests:
At any time, you can edit your categories (e.g. change their names or delete them) to better align with your evolving workflow. Simply click the arrow located next to the Add Category button on the action bar and select Manage categories. This will take you directly to the relevant section in your list's settings.
Now you have your categories set and ready, let's move on to the next crucial step - setting up the ticketing system configuration.
Settings view is the central hub for managing all configurations related to your clients list and the active Ticketing module. It allows you to customize your system further to match your specific business needs and workflows.
To access the settings, simply look at the main navigation bar in your list view and select the Settings option as follows:
Task Priorities Task priorities are a key feature of the ticketing system that help you and your team manage workload and ensure that the most critical issues are addressed first. You can define priorities like High, Medium, or Low, or customize them based on your preferences.
Ticket Statuses Ticket statuses allow you to monitor the progress of each ticket throughout its lifecycle. You can use predefined statuses such as New, Open, and Archived, or you can fully customize them to align with your workflow. When creating a new status in your Ticketing System, like "Ongoing," you can also define specific conditions that determine how this status behaves. This ensures your workflow is clear and automated where necessary.
Closing Tickets
Decide whether your clients can close tickets themselves or if this action is restricted to your team.
Enabling this option gives clients more autonomy, while disabling it ensures your team retains control over ticket resolution.
Ticket Contracts This feature allows you to sign documents submitted within tickets directly through Autenti. It is especially useful for formalizing agreements, approving files, or signing service-related documents, streamlining the process of obtaining signatures.
Support Time Consumption Choose whether to display the time spent on support tasks for each ticket. This is helpful for internal tracking and transparency, but you can hide this information if it’s not relevant for your clients.
The Add Department button allows you to create departments where tickets can be routed, ensuring they reach the right team for resolution. Whether the ticket is internal (created by you or your team) or external (submitted by a client), you can designate which department should handle it. The overall department structure looks like follows:
Departments serve as the foundational organizational units within your ticketing system, categorizing various types of inquiries and support needs. You can create any department you want, e.g. IT Department, Law Department, Finance Department, and more.
Department-Specific Access
Remember, each department has access only to the tickets assigned within its scope. This means that team members in a specific department, such as IT or Finance, can view and manage only the tickets routed to their department.
Enable Basic Time Limit
By activating this feature, you gain the ability to establish a monthly support time cap for your clients. For example, you could determine a precise maximum limit of 120 hours each month.
Additionally, this option allows you to specify a charge for any support time that surpasses the allocated limit, promoting transparency regarding any extra costs incurred for additional assistance. This ensures that clients are fully informed about their support usage and potential charges.
Enable Extra Time Limit
The Extra time limit charge feature is intended for requests that are recognized from the outset as being outside the standard scope of work. This feature enables you to offer additional services that are not part of the basic time allocation. If the client chooses to proceed with these services, they can do so at an additional rate. This approach provides flexibility while ensuring fair compensation for the extra effort involved.
With this option in place, clients will have a clear understanding of the financial implications of utilizing extra support, enabling them to make informed decisions regarding their service usage.
Once you add your department, you can then define specific subjects for it. Subjects serve as focused topics that users or clients can select when submitting a ticket, ensuring that their inquiries are directed to the appropriate personnel or teams.
Exemplary subjects for IT Department:
"System Login Issues" - for authentication problems.
"Software Installation Request” - for help with installing new applications.
“Network Connectivity Problem” - for issues related to internet access or local networks.
Once your departments and subjects are established, you have the option to assign specific tasks for each subject that will guide your team in managing incoming tickets effectively. Think of these tasks as essential workflows or directives that outline the steps your team should follow.
Task delay in days
When adding a task, you can set a Task Delay in Days. This feature is particularly useful for time-sensitive tasks, as it allows you to impose deadlines for their completion. For example, once the ticket is created, you will see that you have a specific number of days, such as 3 days, to contact the client or complete the task. This helps ensure that critical tasks are handled within the required time frame and improves overall workflow efficiency.
Exemplary tasks for IT Department:
Subject: System Login Issues
Diagnose and Resolve Authentication Errors
Monitor Login Attempt Logs
Implement Multi-Factor Authentication (MFA)
Subject: Software Installation Request
Confirm Software Licensing and Permissions
Prepare Installation Environment
Perform Post-Installation Testing and Documentation
The Add Actions feature enhances your ticketing process by allowing your team to log the time spent working on each ticket. This functionality provides greater transparency and control over time management, ensuring that all efforts are accurately recorded. By implementing this feature, you can monitor the time dedicated to resolving issues, improve accountability within your team, and ensure an organized and efficient approach to ticket handling, ultimately leading to better workflow tracking and service outcomes.
Exemplary actions you can add to your ticketing system:
Meeting with Client
Error Verification
Fixing the Error
All set!
Now that you understand how to customize the settings to suit your individual needs, let’s move on to the various ticketing methods available in the CRM tool.
Our CRM tool’s ticketing system offers a thorough method for managing both internal and external tickets. Let’s take a look at how it works.
All internal and external tickets related to a specific client are conveniently displayed at the top of the client’s card in the CRM. This central location allows for quick and easy access to all tickets associated with that client, whether they were submitted internally, by your employee on behalf of your client, or by the clients themselves.
This feature enables your team members to create tickets for internal support needs or tasks. If your employee faces an issue or needs assistance, they can generate an internal ticket on their own. These tickets are generally used for tasks that require support or intervention from other teams within the organization, such as IT, HR, or Operations.
To submit an internal ticket, simply go to the client's card and click on the Create new ticket button. You will find this button in the Support Request section, located at the top of the screen:
Once you click the button, you can enter all the necessary details for the internal request, ensuring that the right team receives the information and can take action promptly.
Set the ticket's title, priority and mark the right department - in our case it will be our IT Department we have created ealier on. Make sure you select the right Subject and provide IT team with the brief explanation on the request. Check the "Internal ticket" box and hit the blue Submit request button.
Take a look at the exemplary internal ticket:
Mark as Internal Ticket Before Submitting
To ensure the ticket is submitted as an internal one, make sure to check the Internal Ticket box located just below the description of the request before submitting it.
This will ensure that the ticket is properly categorized as an internal issue and directed to the appropriate team.
And there you go - your new ticket is now visible in the Support Request section as follows:
Internal Ticket Structure
When you click on the title of the ticket from the CRM level, you will be directed to a detailed view of the ticket.
This section provides comprehensive information, including the ticket's description, status, priority level, assigned personnel, and any relevant comments or attachments. By accessing the ticket details, you can gain a clearer understanding of the issue at hand and take any necessary actions!
In the ticket details view, you have the ability to perform a range of additional actions to manage the ticket. For example, you can:
View additional ticket information: Check details such as who the ticket is assigned to, change its status and priority, or assign the appropriate user to the ticket.
Tasks: You can update the ticket card by navigating to the Tasks tab, where you can view the task template you previously defined for this specific topic in the settings. Additionally, you can check the progress of each task to see which steps have been completed and which are still in progress. This ensures better tracking and management of the ticket’s workflow.
Action log: You can also review all changes made to the ticket in the Action Log tab, providing a clear history of updates and activities for better tracking and accountability.
Communicate with the team: Engage in a chat with the team handling the internal ticket (e.g., to clarify the issue or ask for more details).
If needed, you can also add any other department to the request for cross-collaboration, ensuring that multiple teams can work together on the ticket:
Close the ticket: Once the issue is resolved, you can close the ticket to mark it as completed.
These tickets can be created by you or your employees on behalf of the client, or directly by your customers through a dedicated client portal. Regardless of how they are generated, all tickets will appear in the client's panel.
When your customers encounter an issue or have a question, they can submit a ticket through their unique portal, which is automatically logged into the system. This process enables your support team to efficiently manage customer requests and respond promptly.
At the top of the table, you can view a summary of the Monthly Time Consumed for a specific client. You can click on this button to see a detailed support time consumption table.
Please note that this table includes only the time spent on external tickets—time logged for internal tickets will not be displayed here.
Extra Time Requests
Sometimes, clients may require additional support beyond the scope of standard customer service. For instance, a client might email you requesting help with a custom integration. In such cases, when creating a request on behalf of the client, you can enable the Extra Time Counter option as follows:
This allows you to define both the payment method—such as a one-time payment or an hourly rate—and the corresponding fee the client will need to pay for the completion of this request. This feature ensures transparency while accommodating the client’s unique needs.
For requests with the Enable Extra Time Counter option activated, the time spent on the request will be displayed in green, making it easy to identify and track.
In the summary table for support time requests, the marked Extra Time section will show you the total additional time spent on the request:
The CRM tool allows you to activate a dedicated customer portal, where your customer can view information shared with them and submit tickets to the system on their own. To enable this feature, you must first activate the customer portal.
Update Client's Email Address First Ensure that the customer’s email address is correctly entered in their details. Once the email is provided, the customer will receive an email granting access to their portal.
Once the customer's email address has been updated, click on the icon labeled Enable Client Panel, which is located in the main navigation of the client's card and confirm your intention to turn on the client panel.
In the next step, you will see a link to the client portal invitation, which you can share with your customer. The customer will also receive a corresponding email with the invitation.
Select the modules you want to grant access to your customer, and make sure that the Tickets module is included. Once you've chosen the appropriate modules, click Save to finalize the setup and provide your customer with access to the portal.
Your client will receive a notification informing them that access to the client portal has been granted. After they log in, they will see the portal view along with the information you have chosen to share with them. This allows them to view their relevant data and manage their tickets, ensuring a smooth self-service experience.
From the client portal, your client can independently submit a support request by clicking the Create New Ticket button.
They will then be prompted to provide the details of their request, including selecting the department the ticket should be assigned to and choosing a topic that closely matches the nature of their issue.
Once the client clicks Submit, the new ticket will appear both in their client portal and in the CRM system, making it visible and accessible to your team for further action and resolution.
From the CRM view, at this point you and your team can access additional actions such as the option to check or uncheck the Send to Client option in the chat section. This allows you to control whether the client receives the chat messages.
Additionally, you can use the Take Ticket button if you want to assign the ticket to yourself or take it over from another user. This feature helps ensure that the right team member is handling the ticket, improving ticket management and response efficiency.
Ticket Details in Clients Panel
Similar to your access within the CRM, when a client clicks on the title of their support request, they can view the details of the ticket. They also have the option to engage in a chat, providing additional information or clarifications to your team to help resolve the issue.
Furthermore, if enabled in the settings, the client may have the option to close the ticket themselves once the issue is resolved. This feature empowers clients to manage their support requests independently while ensuring everything is tracked in the system:
Enabling the e-signature option in your ticketing department empowers your team to manage the entire signing workflow—ranging from document selection to receiving real-time status updates—directly within each ticket.
Next, scroll down to the Ticket Departments section. Click the edit icon next to the department you want to enable the e-signature functionality for. Then, select the Enable E-signature checkbox and click the Save button:
Once you’ve enabled e-signature access for the selected department, you can create a ticket and if you want, attach the additional files to it:
After creating the ticket, reopen it. In the upper-right corner of the screen, you will see the Sign Document button. Click it to open the Autenti form, where you can provide additional details related to the agreement. Finally, click the Sign To Signature button:
Your client will receive an email with a link to Autenti, where they can review and sign the contract you sent. Once the client completes the signing process via Autenti, a message will automatically appear in the ticket modal confirming that the document has been signed.
Clients can monitor the time spent on their requests directly from their panel, similar to the CRM. At the top of the request table, there is a section labeled Monthly time consumed. By clicking on this section, clients can access a detailed table that outlines the time spent on all of the support requests.
If the time spent exceeds the Basic Time Limit defined in the settings, a red icon will appear next to the Monthly time consumed summary. When clients open the table, they will also see a summary of the payment due at the bottom.
For requests handled under the Extra Time, clients can select the Extra Time option in the table to view any additional charges for these extra services:
We understand that navigating through all clients to check for active tickets can be cumbersome, especially during long sessions with the CRM and as the number of tickets increases. To quickly access all tickets from all clients, simply click on the Support icon in the main list dashboard.
This will display the tickets in a list format, providing you with a clear and efficient overview of all active requests:
You can easily filter tickets using various criteria, including the ticket’s status (Open or Archived), department, ticket type (e.g., New, Open, Archived), assigned user, or the category of the request. This filtering functionality allows you to quickly narrow down the list and focus on the most relevant tickets, making it easier to manage and track ongoing support requests.
If you wish, you can also export the tickets. This feature allows you to generate a CSV report or archive the ticket data for further analysis or record-keeping purposes.
You can also easily generate a CSV report based on your clients' tickets. To do this, simply click on the report icon located on the right side of the menu. Depending on the specific insights you need, you can then select the type of report you want to generate:
General Overview
Employee Statement
Client Statement
This flexibility allows you to tailor the report to your requirements for better analysis and tracking.
This view view allows you to define key parameters for the department (e.g. its name and ) and its associated support time rules:
In the Support Request section, you will also see the time spent on the ticket. By default, it will show 0h, but by clicking on the hourly value, you can manually add the time spent working on resolving the issue and select you performed. This allows for accurate tracking of the time dedicated to each support request, helping you manage resources and monitor team performance.
By , you can streamline the preparation, signing, and tracking of agreements and documents. This feature allows you to quickly initiate e-signature requests directly from your tickets, making the contract and document approval processes faster, more secure, and entirely digital.
To enable E-signature—and with it, the ability to generate contracts directly from a ticket—you first need to integrate your list with . Once you do it, go to the List Settings:
If you have any additional questions or need support, please . We will do our best to assist you as quickly as possible.
