Assign a ticket and set its status and priority

Open Ärenden from the sidebar and click the ticket to open it. Its details are on the right-hand side.

Assign it to someone

1. 1In the details panel, find Ansvarig.
2. 2Use the picker (Tilldela teammedlem) and choose the team member who should own the ticket. Each teammate shows with the same photo they have everywhere else in DealJourney.
3. 3Under Team, choose the team that owns the ticket, or Inget team to take it off a team. A ticket can have both a person and a team, so it is always clear who is on it and which team it belongs to.

Change the status or priority

1. 1In the same details panel, use the Status dropdown to move the ticket along (for example to closed when it's resolved).
2. 2Use the Prioritet dropdown to flag how urgent it is.

Change them without opening the ticket

Switch to Listvy and you get every ticket side by side. Click the Status or Prioritet cell on any row and pick the new value there — the row updates straight away, exactly as it does on your other lists. The Deadline column shows how long you have left to answer or resolve, and turns red once that time has passed.

To triage several tickets at once, tick the checkboxes next to them in the list and use the bulk actions menu to assign them, or change their status or priority together.

Save the person who wrote in as a contact

When a ticket arrives by e-mail or through your website form, the sender's name and e-mail address come with it, and the form can carry a phone number too. Until you do something with them they are only text on the ticket: the person is not in your contact list and does not show up in search.

1. 1In the details panel, look under Kontakt.
2. 2Click Skapa kontakt från ärendet.
3. 3The contact form opens with the name, e-mail address and phone number already filled in, and the company from the ticket already linked. Add anything else you know and save.

The new contact is attached to the ticket straight away, so the next message from that person lands on a real record instead of a loose e-mail address.

The team picker shows each team's chosen emoji, or its initial when none was chosen. An administrator can change it on the teams page. Set up teams explains how.

In the company and contact details card, click either record's name to expand its configured fields, or click it again to collapse them. Each record expands independently. Administrators still choose which fields appear in ticket settings; expanding a card does not reveal fields you cannot access.

Bulk field changes and moving tickets to or from trash appear immediately. If some selected tickets cannot be changed, those tickets are restored and stay selected so you can retry them. The tickets that succeeded remain changed.

Call the person who wrote in

When the contact on the ticket has a phone number, a call button sits at the top of the conversation. Click it to ring them: it uses your connected phone system if you have one, and otherwise opens your computer's or phone's dialer.