Adding a Ticket for an Account
It is not uncommon for agents to directly raise a support ticket for an account. For example, when a customer calls up from ABC Corp, it is not necessary that a contact in their name should exist. In this situation, the agent will search for the account ABC Corp and if it exists, will add a ticket for it. When the agent enters the contact's detail in the ticket, it will add a new contact and will be associated with the account thereafter.
To add a ticket for an account:
- Click the Customers module.
- Click Accounts on the lower-left corner.
- Search for the customer account.
- On the Search Results page, open the account to view its details.
Now that you've opened the account, follow the below steps to submit a ticket:
- Click the Tickets tab at the top of the page.
- Click the Add icon (
) in the upper right corner.
- On the Add Tickets page, enter the name and email of the contact and update the values for the other fields.
- Click Submit.
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