Support

List of paragraphs:

• Tickets list
• Creating new ticket
• Ticket preview
• Creating related entries
• Editing and deleting
• Automatic tickets
• Assigning support tickets to a contact by contact mailbox domain
• Automatic incident solution deadline according to the ticket priority

Support module is for managing customers inquiries and tickets. The module is designed to record various types of requests from customers. Directly from the system, you can respond to a customer request by using templates. You can integrate this module with e-mail - when a request arrives at the specified e-mail address, a new request will be automatically created in the system, and the client will receive an automatic notification by mail that the request has been registered.

Tickets list

To see tickets list, use module Support.

To find a specific ticket, use Search or filters:

Creating new ticket

1. To create a new ticket, select New record.

2. Mandatory fields are marked with a red star symbol Fill the information fields and save.

Ticket preview

1. To preview ticket, go to the list and press on ticket number or its name.

2. See all the details related to ticket.

3. You can add a response that will be sent to the customer via the e-mail assigned to him (to the e-mail specified in the Contact card, to Contact person's e-mail or the e-mail specified when filling out the request):

• You can add notes for internal communication between employees;
• You may see other incidents involving the same customer;
• You can create tasks related to the incident;
• You can attach files.

Creating related entries

1. To create a related entry, first determine what type of entry you want to have. For example, a new task - go the Tasks tab and select New Task.

2. Describe the task and save.

3. The task will be displayed both in the task list and in the ticket preview.

4. You can create the ticket related task by clicking the quick button in the ticket list.

5. Ticket responses can also be converted to tasks.

Editing and deleting

1. To edit or delete ticket, use Actions menu.

2. You can also edit and delete in the ticket preview. 

3. Update ticket status by clicking on it.

Automatic tickets

System allows to automatically create tickets that were received as email to a certain mailbox.

1. To enable automatic tickets, first you need to create departments. Go to Setup - Support - Departments - New record.

2. Fill in the department information fields.

3. Client letters will be saved as support tickets. Tickets are created only from unread emails. If the email has been read already - the system will not convert it into ticket.
4. You can assign department to staff. Go to Setup - Staff - select the needed user - edit profile and specify the department.

5. The responses added to the support letter will be sent to the client via the general account email address.
6. When the ticket status is changed to Closed, the client will receive an automatic letter that their inquiry has been closed.

Assigning support tickets to a contact by contact mailbox domain

In Hanna CRM system you can automatically assign tickets based on a contact’s mailbox domain. The domain must be unique, the system will not allow you to save the domain if it can be assigned to multiple contacts. Select the desired contact Actions - Edit - Settings - Email scan domain - enter the domain and save.

You can also specify the client-specific react time to incidents. When receiving a new ticket and selecting its priority, the system will automatically determine the time left to react to the inquiry.

Automatic incident solution deadline according to the ticket priority

You can utilize the automatic incident solution deadline function based on what is the ticket's priority. The goal of this setting is to determine the solution deadline by the set priority and avoid late ticket responses. To set the incident solution deadline, create a new or edit already existing ticket and select Priority, the deadline will change to automatically.