51.1 Continuing Work on an Existing Ticket

After a Support Ticket has been created, the existing Ticket should normally remain the central record for that support issue. AIUNIFY CRM keeps replies, attachments, assignment information, status, and related Ticket activity connected to the same Ticket.

Open the existing Ticket before responding so you can review what has already been communicated and avoid creating duplicate or conflicting conversations.

51.2 Reviewing the Ticket Conversation

The Ticket detail view presents the original Ticket message together with subsequent replies.

Before sending a response, review:

• The Ticket Subject.
• The Customer and Contact relationship.
• The current Ticket Status.
• The current assignment.
• The original message.
• Previous replies.
• Existing attachments.
• Any other operational Ticket information visible to you.

51.3 Replying to a Ticket

The Ticket workflow supports adding replies directly to the Ticket.

1. Open the correct Ticket.
2. Read the latest Customer and staff messages.
3. Confirm that another Ticket is not the correct record for the response.
4. Enter the reply in the Ticket reply editor.
5. Add relevant attachments when needed.
6. Review the Ticket Status that should apply after the reply.
7. Review assignment when your workflow requires it.
8. Submit the reply.
9. Verify that the reply appears in the Ticket conversation.

51.4 Staff Reply Awareness

The CRM contains a mechanism that can indicate when another staff user is actively replying to the same Ticket.

If a reply-in-progress notice appears, review it before submitting your own response. This helps reduce duplicate replies and contradictory answers.

51.5 Assigning the Ticket

Ticket assignment identifies the staff user responsible for the support request.

Where assignment actions are available to your account, use them to keep responsibility clear. The Ticket reply workflow can also support assigning the Ticket to the current user.

Do not change assignment merely to remove a Ticket from your own workload. Assignment should reflect the person responsible for continuing the issue.

51.6 Ticket Status

The Ticket Status communicates the current state of the support request.

Use the existing statuses provided in your CRM environment. Change the Ticket to the status that accurately reflects what has happened after the latest reply or action.

This User Operations Manual covers selecting existing Ticket statuses, not defining organization-wide status values.

51.7 Attachments on Tickets and Replies

AIUNIFY CRM supports attachments on the original Ticket and on Ticket replies.

Before attaching a file:

• Confirm that it belongs to the correct Ticket.
• Confirm that it is the intended version.
• Remove unrelated confidential information.
• Confirm that it is appropriate for the intended support conversation.

51.8 Editing Ticket or Reply Messages

The Ticket interface contains message-editing functionality for Ticket and reply content where the applicable operation is available.

Edit a message only when a legitimate correction is required. Preserve useful support history rather than rewriting prior communication simply to make the record appear cleaner.

51.9 Converting Ticket Content to a Task

Users who have permission to create Tasks can be offered an action that converts Ticket or reply content into a Task related to the Ticket.

This is useful when resolving the support issue requires defined internal work that should be tracked through the CRM Task system.

The Ticket should remain the support communication record while the related Task tracks the work that must be performed.

51.10 Recommended Ticket Workflow

1. Open the existing Ticket.
2. Review the complete conversation.
3. Check the current Status and assignment.
4. Review any notice that another user is replying.
5. Write the response.
6. Add only relevant attachments.
7. Adjust assignment when responsibility changes.
8. Select the appropriate existing Status.
9. Submit the reply.
10. Verify the new reply and Ticket state.
11. Create a related Task only when separate internal work needs formal tracking.

51.11 Best Practices

• Continue the same issue on the same Ticket.
• Read the conversation before replying.
• Avoid duplicate simultaneous responses.
• Keep assignment accurate.
• Use Status to reflect the real support state.
• Attach files to the correct reply or Ticket.
• Preserve useful conversation history.
• Use Tasks when support work needs a separate operational work record.