To create a new ticket in Zuriey CRM, follow these steps:
- Click on the sidebar menu item: Support -> New Ticket.
- Select Assignee: The default assignee is yourself, but you can also set it to none if preferred.
- Select Customer: Choose the customer associated with the ticket.
- Select Department: Specify the department handling the issue.
- Select Desired Priority: Indicate the urgency level of the ticket.
- Add Ticket Subject: Enter a brief description of the issue.
- Add Ticket Message: Provide detailed information regarding the ticket.
Note: The "To" and "Email Address" fields are populated automatically, meaning you can add from these fields. These fields are used solely for preview purposes.
What Happens When the Ticket is Created?
Once the ticket is created, the client will receive an email notification indicating that a new ticket has been opened. The content of this email can be customized in the Email Templates section by navigating to Setup -> Email Templates -> New Ticket Opened (Admin). This template is used when a ticket is created from the admin area and sent directly to the client.If you assign this ticket to another staff member, that individual will receive a notification about their new assignment.Note: If the staff member you are assigning the ticket to is not in the department associated with the ticket, and if the option Setup -> Settings -> Tickets -> Allow staff to access only tickets that belong to staff departments is enabled, they will not be able to view the ticket.