Team-Logic CRM Help - Team Logic Help System

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Tickets

What is a ticket?

A ticket is a simple way to track small jobs. One client and one staff member are assigned to a ticket.  Within a ticket you can send emails, upload files and track time. All staff members can view tickets, there is no complex security as with projects. Clients can log into the client portal and view/update tickets. They can also submit tickets. 

Good examples of tickets are:

  • A ticket for a software engineer to fix a bug
  • A complaint from a citizen of your town
  • A work order to visit a house and repair some vinyl siding
Who can access tickets?

Any staff member can access tickets.

How do I add a ticket?

Once logged in to your application, select "Tickets" from the "Team-Logic CRM" dropdown. This dropdown will appear by hovering over the "Team-Logic CRM" tab. You are now in the main ticket dashboard. Click the "Add ticket" button in the upper right corner of the header.

At the very least give the ticket a name, select a type and select the client.

How do I change basic information or reassign a ticket?

Click on the "edit" button on the first ticket tab, "Details". This button is located in the header of the "Ticket Details" box. From this dialog you may change dates, type and description of the ticket. You may also reassign the ticket to a new staff member.

How do I close a ticket?

Click on the "close" button on the first ticket tab, "Details". The dialog will also allow you to send a notification to the client that the ticket is closed.

Example of a ticket with status toggled to "Open":

 

Example of a ticket with status toggled to "Closed":

closed ticket

How do I delete a ticket?

Click on the "delete" button on the first ticket tab, "Details".

How do I send an email / add a note?

The ticket system creates notes whenever you send an email. This is a great way to have a record of sending an email

Click the "Add Note" button in the header of the "Notes" section of the first ticket tab. You can send notes to the client, assigned staff member, or additional emails you input manually.

How do I upload a file?

Click the "upload file" button in the "Files" section of the first ticket tab. Click the "browse" button in the upload dialog to browse your hard drive and select a file. It is recommended you create a "File Label" to keep track of the file's purpose.

How do I track time on a ticket?

There are two ways to track time within a ticket.

The first and most convenient way is to simply add time when adding project notes. There will be a field for time in the lower left corner of the add note dialog. You will also be asked to input an hourly rate. This defaults to the "Billable Hourly Rate" that can be modified in the "My Profile" page. Adding time to the note will create a "copy" of the note content in time a tracking entry. These entries available in the "Time" tab of the project.

The second method is to add time directly. Click the "Add Time Tracking" button in the upper right corner of the "Time" ticket tab. You will be able to put the time amount and a description of the time.