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 Tilldelad 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.

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.