Ticket Management in CRMLEAF: Creating, Tracking, and Resolving Support Requests

The Tickets module in CRM Leaf is a centralized platform for managing customer or internal support requests. It streamlines the process of receiving, assigning, tracking, and resolving issues, ensuring fast response times and consistent service quality.

A ticket is a recorded support or service request raised by a client, employee, or system user. Each ticket contains essential details and is assigned to a relevant team or agent for resolution. It helps ensure nothing is missed and every issue is handled systematically.

How to Create a Ticket

• Navigate to Work > Tickets and click Create Ticket.

Fill in the following fields:

• Ticket Details
• Requester:The person raising the ticket. Can be a client or employee.
• Requester Name:Enter the full name of the requester (mandatory).
• Client / Employee:Specify if the requester is an external client or internal team member.
• Assign Group:Choose the department or support group responsible for handling the ticket.
• Agent:Assign a specific team member to the ticket, if applicable.
• Project:Link the ticket to a specific project if the issue is project-related.
• Type:Define the nature of the ticket (e.g., bug, query, feature request).
• Ticket Subject:Provide a clear title summarizing the issue.
• Description:Add detailed information about the problem or request.
• Upload File:Attach screenshots, logs, or documents related to the ticket.
• Other Details
• Priority
  Set the urgency level (Low, Medium, High, Urgent) to prioritize resolution.
• Channel Name
  Record the source of the request (e.g., email, phone, web form).
• Tags
  Add searchable keywords for easier categorization and retrieval.

Ticket Form Integration

• CRM Leaf provides an embeddable Ticket Form that can be added to your website.
• This allows clients or users to submit tickets directly from your site.
• The form includes fields like Name, Email, Subject, Description, Type, Priority, and Assign Group.
• The platform generates HTML code. You can copy and paste this code into your website.
• You can customize the width and height of the form to match your website layout.
• Preview is available to see how the form will appear before publishing it.

Exporting Tickets

All tickets can be exported by default in Excel (.xlsx) format. This export includes key details such as:

• Ticket ID
• Subject
• Description
• Status
• Priority
• Assigned Agent
• Creation Date
• Resolution Date
• Exports are useful for reporting, analysis, audits, or sharing with external teams.

The Tickets module in CRM Leaf simplifies service management across departments. With structured ticket forms, status tracking, priority settings, and detailed records, teams can deliver efficient and high-quality support every time.