Tickets: follow-up work from conversations, and tasks in CRM
Where tickets come from, how to work them by priority and status, notes and the link to the conversation, and sending a ticket to CRM as a task in the project you choose.
A ticket is work that outlives a chat — a return to process, a question to check with the warehouse. Тикети (Tickets) lists them.
Where tickets come from
- Тикет (Ticket) at the top of a conversation in Чатове (Chats) makes one. Its subject is the conversation's subject or its last message.
- An approved request about an order makes one when a person still has work — a return always, a cancellation or address change when your store was not changed: Requests about orders. Such a ticket is named after the request, for example Отказ на поръчка №10432 (Order cancellation), with priority Висок (High) for returns and cancellations.
Work the list
- Filter by status: Всички статуси (All statuses), Отворен (Open), Изчакващ (Waiting), Решен (Solved), Затворен (Closed).
- Change Приоритет (Priority) — Нисък (Low), Нормален (Normal), Висок (High), Спешен (Urgent) — and Статус right in the row.
- Under the subject: when it last changed, its tags, and ✓ CRM once it is in CRM.
The list shows the latest 100 tickets. It refreshes when you come back to the tab.
Open a ticket
Click its subject:
- Отвори разговора (Open the conversation) goes to the chat it came from.
- Бележки (Notes) — the team's notes on the ticket; write one and press Добави бележка (Add a note).
- Прати в CRM (Send to CRM) — makes a task in CRM (below). After that the ticket shows Изпратен в CRM (Sent to CRM).
Agents and administrators work tickets; observers only read them.
Tasks in CRM
CRM keeps every task inside a project, so first choose where Assistant's tasks go. The card Задачите в CRM (Tasks in CRM) above the list:
- An administrator picks a project from the list — CRM's open projects.
- From then on, Прати в CRM and every approved request that needs a person create a task in that project, with the ticket's subject, priority and the request's details.
- — без CRM — (no CRM) stops it; tickets then stay only in Assistant.
The task appears in that CRM project, where the project's members and managers see it. Other roles see the chosen project's name but cannot change it.
If something doesn't work
Прати в CRM is greyed out
No project is chosen: За да пращате тикети в CRM, изберете проект над списъка с тикети. (To send tickets to CRM, choose a project above the list.)
CRM не прие задачата в проект „…“. Проверете дали проектът още съществува и изберете друг, ако е нужно.
(CRM did not accept the task in the project.) The project was deleted or closed in CRM. Choose another one in Задачите в CRM.
CRM не отговаря — проверете дали CRM е активиран за workspace-а.
(CRM does not answer.) CRM is off for the workspace, or not reachable right now: Open, activate and deactivate services.
В CRM още няма отворен проект — създайте един в CRM → Projects.
(There is no open project in CRM yet.) Create a project in CRM, then come back and choose it.