Tickets
Package: SERVICE
1. General
The Tickets module is used for recording, processing and completing customer concerns – e.g., disruptions, service requests, change requests or information requests.
Tickets can be created in the following ways:
- Manually in the Tickets module
- Automatically via Automations – also based on incoming emails via an IMAP-connected inbox
- Via the Jira and Jira Service Management integrations
Tickets can be linked to contracts to measure and evaluate response times and support cases (only available in the APP version brainX APP).
A customer sends a support request by email. An automation recognizes the email based on predefined rules and automatically creates a ticket with the subject as Title, the contact as Related To and the Ticket Source Email. The responsible support employee processes the ticket and enters the solution in the Solution block.
A support employee needs further information from the customer. In the External Comments block, a new comment is composed and a screenshot is added as an attachment. The Status is set to awaiting input. After receiving the response, the ticket is processed further and finally set to closed.
This section only describes special fields or functionalities of the module, as all general brainX functionalities are described elsewhere in the manual.
2. List View
The list view in the Tickets module has the usual functionalities of a list view. For more detailed information, see the section Structure/Layout – List View.
2.1. Actions
In the list view, general actions are available depending on the module. An overview and description of all general actions can be found in the section Actions (List View).
There are no module-specific actions in this module.
3. Detail View
3.1. Fields
The following table describes required fields and fields with non-obvious functions. All other fields are self-explanatory.
Basic Data Block
| Field | Description |
|---|---|
| Title * | Name of the ticket |
| Priority |
|
| Status |
|
| Ticket Source |
|
| Category |
|
*Required field
Solution Block
In the Solution block, the answer to a question or a problem is entered manually.
External Comments Block
The External Comments block is mainly used when further queries from the support side exist. New comments can be recorded directly in the block via the New Comment button – without having to open the record fully in the edit view.
In the edit view, file attachments – e.g., screenshots, PDF files or log files – can be added to the comment via the Add Attachment actions icon (paperclip icon). Attached files are displayed in the block with the file name; a preview is possible via the magnifying glass icon, deletion via the trash icon.
3.2. Actions
The following actions are available in the detail view:
3.2.1. General Actions
- PDF Export
- Recommend
- Copy
- Delete
- Change Tracking
For detailed information on the actions, see the section Actions (Detail View).
3.2.2. Module-Specific Actions
| Action | Prerequisite | Functionality |
|---|---|---|
| New Deal | – | Creates a new deal and links it to the ticket |
| New Email | Configured email inbox | Opens the email editor with reference to the ticket |
4. Practical Examples
1 – Automatically Creating a Support Ticket from an Incoming Email
A customer sends a support request by email to the support inbox. An automation is configured to monitor incoming emails via the IMAP-connected inbox and automatically create a ticket based on predefined rules. The subject of the email is taken as the Title, the Ticket Source is set to Email and the recognized contact is linked in the Related To field.
The responsible support employee receives a notification, opens the ticket and begins processing. The Priority is assessed and set to high, the Category to Technical Problem. After resolving the problem, the answer is entered in the Solution block and the status is set to closed.
2 – Handling Customer Queries via External Comments
A support employee is processing a ticket and needs further information from the customer to resolve the problem. In the External Comments block, a comment is composed directly in the record via the New Comment button, without having to open the entire record in the edit view. An explanatory screenshot is attached via the Add Attachment actions icon.
The Status of the ticket is set to awaiting input to signal that a response from the customer is pending. Once the customer responds and the required information is available, the ticket is processed further, the solution is documented in the Solution block and the status is set to closed.
3 – Following Up on a Sales Opportunity from a Ticket
In the course of processing a support ticket, it turns out that the customer is interested in an extension product. The support employee forwards this interest directly by creating a deal from the ticket via the module-specific action New Deal and linking it to the ticket.
The deal is shared with the responsible sales employee who continues the process. The link between ticket and deal remains, so the starting point of the sales opportunity is traceable at all times.
5. Frequently Asked Questions
In which package is the Tickets module available?
The Tickets module is available in the Service package.
In which ways can tickets be created?
Tickets can be created manually in the Tickets module, automatically via automations – also based on incoming emails via an IMAP-connected inbox – or via the Jira and Jira Service Management integrations.
What is the "External Comments" block used for?
The External Comments block mainly serves communication with the customer when support has further queries or needs additional information. New comments can be recorded directly in the block via the New Comment button, without having to open the record fully in the edit view. File attachments such as screenshots or log files can be added via the Add Attachment actions icon.
What is the difference between the "Solution" block and the "External Comments" block?
The Solution block serves for the internal documentation of the answer or solution to a ticket – it is intended for the final recording of the problem resolution. The External Comments block, on the other hand, is intended for the ongoing dialogue with the customer, e.g., for queries, interim reports or the transmission of attachments.
Can tickets be linked to contracts to measure response times?
Yes, but this function is exclusively available in brainX APP. By linking a ticket to a contract, response times and support cases can be measured and evaluated.
Can I create a deal directly from a ticket?
Yes. Via the module-specific action New Deal in the detail view of the ticket, a new deal is created directly and linked to the ticket – e.g., when a sales opportunity arises from a support case.