50.1 Support Tickets in AIUNIFY CRM

The Support workspace manages Customer support requests through Ticket records.

A Ticket keeps the support issue, Customer relationship, messages, attachments, status, assignment, and related activity together in one operational record.

50.2 Ticket Access

Ticket access depends on the user type and the support access available to the signed-in CRM user.

The CRM also provides a Ticket Quick Action for eligible users.

50.3 The Support Workspace

Use the Support/Tickets area to:

• Review existing Tickets.
• Locate Tickets requiring attention.
• Open Ticket details.
• Create a new Ticket when a separate support issue is required.

50.4 Search Before Creating

Before creating a Ticket, search the Customer and existing Ticket history for the same issue.

If an open Ticket already represents the problem, continue working within that Ticket instead of creating another Ticket for the same conversation.

50.5 Creating a Ticket

When Ticket creation is available, start from the Support workspace or the Ticket Quick Action.

The Ticket creation form uses the operational values already available in your CRM environment.

50.6 Subject

Enter a clear Subject that summarizes the support issue.

A useful Subject allows team members to understand the general issue from the Ticket list without opening the full Ticket.

50.7 Customer and Contact Relationship

When the Ticket belongs to an existing Customer, associate it with the correct Customer and applicable Contact through the fields presented by the staff Ticket workflow.

This preserves support history under the correct relationship.

50.8 Department

The Ticket form provides an existing Department selection.

Select the Department that should receive or handle the Ticket according to the values available in your CRM.

This manual covers using existing Departments, not creating or configuring Departments.

50.9 Priority

The Ticket form provides an existing Priority selection.

Select the Priority that accurately represents the urgency of the support issue.

Do not use a higher Priority simply to force faster attention if the issue does not meet that level of urgency.

50.10 Service

When Services are enabled and available in the CRM, the Ticket form can provide a Service selection.

Select the applicable Service when it helps identify which product or service the Customer needs assistance with.

50.11 Ticket Message

The Message field contains the description of the support issue.

A useful initial message should explain:

• What happened.
• What the Customer expected.
• Relevant context already known.
• Any important steps or circumstances related to the issue.

50.12 Custom Fields

If your tenant exposes Ticket custom fields in the creation form, complete the applicable fields according to their labels.

These fields may be used to collect additional support information specific to the organization's workflow.

50.13 Attachments

The Ticket workflow supports attachments.

Attach files that help explain or resolve the support issue, such as screenshots or other relevant Customer-provided material.

Before uploading, confirm that the file belongs to this Ticket and does not expose unrelated confidential information.

50.14 Creating the Ticket

1. Search for an existing Ticket first.
2. Start a new Ticket only when a separate issue is required.
3. Enter a clear Subject.
4. Select the correct Customer/Contact when applicable.
5. Select the appropriate existing Department.
6. Select the appropriate Priority.
7. Select the applicable Service when available.
8. Complete relevant custom fields.
9. Enter a useful Message.
10. Add relevant attachments.
11. Submit the Ticket.
12. Open the created Ticket and verify the information.

50.15 Do Not Use Setup Functions During Ticket Entry

Ordinary Ticket creation uses the Departments, Priorities, Services, and other support values already provided by the CRM environment.

Creating or configuring those organization-wide support values is outside this User Operations Manual.

50.16 Ticket History

After a Ticket is created, continue the support conversation and status management on the existing Ticket.

Ticket replies, assignment, status, attachments, and related operational actions are covered in the next chapter.

50.17 Best Practices

• Search before creating.
• Use a clear Subject.
• Associate the correct Customer and Contact.
• Select the correct Department and Priority.
• Select the applicable Service when available.
• Describe the issue clearly.
• Attach only relevant files.
• Continue future support activity on the same Ticket when it represents the same issue.