Ticket Process
Creation to Closure — three sources, one lifecycle
Source 1 Phone Call
- Take the call — note caller name, contact email/phone, issue summary
- Go to Tickets → New Ticket
- Fill in: Subject, Requester name + email, Client (if applicable), Priority, Description, Group
- Click Create Ticket
- System auto-sends acknowledgement email to requester ✓
Source 2 Inbound Email
- Emails to the monitored inbox are automatically ingested as tickets
- No manual action needed — ticket appears in queue with requester email pre-filled
- Auto-assignment NEW — the ticket is routed to a group (by subject/rules) and automatically assigned to that group's default assignee. The assignee is notified immediately by email and SMS, and a system message is logged on the ticket recording the auto-assignment.
- Still review the queue each morning — auto-assignment covers routing, not the actual triage/response.
Configure each group's default assignee from the Routing button in the tickets toolbar. A group with no default assignee is still auto-created on first use, so routing never silently drops a ticket to nobody — but nobody gets notified until a default assignee is set for that group.
Complaint Alerts NEW
When an inbound email is classified as a complaint, an immediate alert email fires to Kyle, Steve, and Sales — separate from the 48-hour escalation rule below, and not dependent on ticket priority.
Source 3 Manual Entry (Internal)
- Go to Tickets → New Ticket
- Leave Requester email blank — no outbound notification will send
- Fill subject, description, client, group — Create and assign immediately
Ticket Lifecycle
| Stage | Action | Who |
|---|
| New | Ticket arrives (any source) | System |
| Triage | Assign to group + agent | You |
| Open | First reply sent | Agent |
| In Progress | Active work underway | Agent |
| Pending | Awaiting client response | Agent |
| On Hold | Blocked — waiting on third party | You |
| Resolved | Work complete — system emails requester ✓ | Agent |
| Closed | Confirmed resolved, no further action needed | You / Agent |
Escalation Rule
Only you get asked. Agents handle routine tickets.
Escalate to you: anything marked Urgent or unresolved after 48 hours.
Linking Tickets to Jobs
When creating a ticket related to a specific job, select the job from the Linked Job dropdown. This connects the ticket to the job record for audit purposes.