Create Tickets

Create Tickets

In CRM, you can create tickets by:

  • Entering data in the case details form: You can manually fill in the Case details gathered from various external sources.
  • Importing tickets from external source: You can gather data through various sources and import the CSV and XLS files into  CRM.
  • Capturing tickets from website: You can create web forms and allow website visitors to submit their case details or questions directly through forms. These details submitted in the website are captured directly into the Cases module.
  • Adding from Microsoft Outlook - You can add a customer-specific email message as a case from MS Outlook to the Cases module if you have the CRM Plug-in for MS Outlook.

Note

  • Some of the standard fields may not be visible or editable depending on your organization's business process.
  • In case you want to add or modify fields, please contact your System Administrator for more details on the usage of other fields.

Create Cases Individually

You can create tickets individually by using the following:

  • Filling in the details in the case creation form.
  • Cloning the case with a few changes in the existing record.

Notes

  • By default, the person who creates the case owns it.
  • To change owner, click the Change link in the Case Owner field from the Case Details page and select another user.

To create tickets

  1. In the Cases module, click New Case.
  2. In the Create Case page, enter the case details.(Refer to the Standard Fields)
  3. Click Save.

To clone tickets

  1. Click the Cases tab, click a particular case that you want to be cloned.
  2. In the Case Details page, click Clone.
  3. In the Clone Case page, modify the required case details. (Refer to the Standard Fields)
  4. Click Save.

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