Create a ticket

Most tickets are created automatically from incoming support emails. To open one by hand:

1. 1Open Ärenden from the sidebar.
2. 2Click Nytt ärende in the top right. This opens the Skapa ärende dialog.
3. 3Fill in the Ämne and a Beskrivning of the issue.
4. 4Add the customer's Avsändarens e-post so replies reach the right person, and set the status, priority, and Ansvarig if you already know them.
5. 5Click Skapa ärende.

The new ticket opens straight away so you can start working it. From there you can reply to the customer, change its status or priority, or hand it to a teammate.

Set Förfallodatum in the creation dialog when the ticket needs to be finished by a particular day. You can also set, change or clear it in the ticket's details panel afterward; changes save immediately. The date is available as a sortable column in the table view. It is separate from automatic response and resolution targets, so choosing a date does not change those targets.

Starting one from an email in Outlook. The DealJourney add-in for Outlook can turn the mail you are reading into a ticket. Choose who is responsible for it there and the ticket arrives already assigned. If the sender is already in your CRM, the ticket is linked to their contact card and their company without you doing anything. If they are not, the ticket keeps their email address so you can link them later from Kontaktinformation.

Starting one from the customer. Open the customer, go to their tickets and press Nytt ärende. The same dialog opens with the company already filled in, so there is nobody to look up and no chance of filing it against the wrong account.

Once the ticket has been created, it opens immediately. The queue and its counts refresh in the background while you start working on the new case.

Asking for more than the standard fields

Your own fields sit under the standard ones in the dialog, in the order an administrator put them in. Mark one as something that has to be filled in and the case cannot be created until it holds a value: the dialog names what is still missing and the button waits. Ask only for what the person opening the case can actually answer at that moment. Decide what has to be filled in before a record is created

Arranging the panel on the case itself, and adding tabs of your own to it, is the same builder used everywhere else. Which records you can build tabs on