Lesson 7: Service CRM Overview

Ticket Views and Navigation

Now let's have a look at the service CRM. We’ve already covered contacts and deals; now, let’s look at service tickets.

Tickets work very similarly to deals:

• You’ll have a list view and a board view.

• You can select your ticket pipeline and quickly access:

  • All tickets

  • Tickets assigned to you that are open

  • All unassigned tickets

These are just quick-access views. You can also:

• Add filters to see tickets assigned to you

• Filter by date, last activity date, or priority

• Search by ticket ID, name, description, or associated contact

Board View and Pipeline Statuses

The board view is similar to the sales deals board view. In deals, we had deal stages; here in tickets, we have ticket statuses.

• Tickets move across the pipeline, progressing through different statuses until they’re closed.

• You can customize these statuses:

  1. Go to Settings

  2. Click on Pipelines

  3. Select your pipeline and configure your statuses

Example pipeline: New → Waiting on Contact → Waiting for Reply from Us → Resolved

Ticket Layout and Customization

When you click into a ticket, the layout is very similar to contacts and deals:

• Left: Ticket details (customizable under Settings → Record Customization)

• Middle: All activity (emails, meetings, notes)

• Right: Associations (contacts and companies linked to the ticket)

From the ticket pipeline, you can also click and drag tickets into different statuses as updates occur.