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Customer Service and
Ticketing in HyperTeam CRM
www.sharepoint-florida.comCRM homepage Ticketing homepage
The Ticketing application can be
opened directly from the HyperTeam
CRM by clicking on the ticketing icon
www.sharepoint-florida.comTicketing homepage
On the Ticketing homepage you will see an overview of your tickets
To check the status of all tickets or
to check the status of tickets by
category, simply select the
appropriate icon from the menu
When directed to the
homepage you will
automatically see your
open tickets
www.sharepoint-florida.comViewing your tickets
I. View detailed information about a ticket by double clicking on it
directly from the homepage
www.sharepoint-florida.comViewing your tickets
Click on a ticket
name to view its
complete profile
II. Select the ticket page under the menu to view an additional
list of your tickets
www.sharepoint-florida.comEditing your tickets
Edit ticket information and change the ticket status by selecting the
pencil icon
GOOD TO KNOW
When adding a note
directly from the default
page, the system will give
you the option to change
the ticket status without
requiring you to open the
ticket with the pencil icon
www.sharepoint-florida.comDeleting your tickets
Delete tickets by using the trashcan icon
www.sharepoint-florida.comCreating new tickets
II. From the homepage you can create a new ticket by selecting "+
Create new Ticket”
I. From the ticket page you can create a new ticket by selecting the plus icon
www.sharepoint-florida.comCreating new tickets
Fill in all applicable
information to
complete the process
www.sharepoint-florida.comCreating new tickets
Please note that in
order to save a new
ticket you must
complete the fields
starred in red
a. Ticket Information
www.sharepoint-florida.comCreating new tickets
Each ticket can be linked to a
Contact, Account, Product and
Order in your CRM system
b. Connections
www.sharepoint-florida.comCRM connections
Once connected to a Contact, Account, Product or Order, the ticket will appear on the
appropriate CRM profile (Contact, Account, Product and Order). This allows you to track
tickets from both systems, as well as to view all tickets associated with each profile.
www.sharepoint-florida.comCreating new tickets
c. Upload Picture or Document File
www.sharepoint-florida.comCreating new tickets
Add notes to your ticket to
clarify the issue and ensure
the best results!
d. Notes
www.sharepoint-florida.com
To save your ticket, simply select the applicable status
Saving Tickets
www.sharepoint-florida.comActions – step by step
New ticket:
In progress status:
If the status is
Rejected, the
ticket ends
www.sharepoint-florida.comActions – step by step
Waiting for customer status:
Task done waiting for feedback status:
If the status is
Closed successfully,
then the ticket ends
www.sharepoint-florida.comE-mail notifications
New Ticket Notifications
When a new ticket is added to the system, the person assigned to the ticket
receives an e-mail notification.
This e-mail contains a link that takes the individual to the ticket and allows them to
change the status and even add notes.
Change of Status Notifications
• Waiting for customer status: Requestor receives an e-mail notification
• Task done, waiting for feedback status: Requestor receives an e-mail notification
• Rejected status: Requestor receives an e-mail notification
• Closed successfully status: person Assigned to the ticket receives an e-mail
notification
