Using Teamleader, there are four ways to create a ticket. Of course, for these to work, you have to have the Ticketing module active and set up. To learn more on how to configure your Ticketing module, read this blog.
- Via email
- Via the Chrome plugin
- Via mobile
1. Via email
If you have your ticketing module set up, emails from customers sent to your chosen support address (e.g. firstname.lastname@example.org) will automatically end up in your Teamleader account. From there on, you can consult with your team to deliver an appropriate response. With the use of different statuses you can streamline your support flow to be as efficient as possible!
2. Via the Chrome plugin
Our Google Chrome plugin doesn’t just allow you to track incoming and outgoing email, it also lets you create tasks and tickets straight from your mailbox. Below every email you receive you will see a grey space provided for Teamleader, containing the info of the person sending the email. If he or she isn’t already a contact in your CRM, you can add him or her straight away. You also get three options: track the email, create a task out of it or convert it into a ticket.
This last option will track the email to your Ticketing module and lets you answer in the same way as if a ticket was sent to your support email address.
Of course there is always the manual solution. If, for example, a customer asks you a question in person or via telephone, you can still create a ticket by clicking the plus button in your Ticketing module. Just enter your customer’s name, a subject and a status and click ‘Save’. You get the same layout as a normal ticket, only no message has been recorded yet. Add one via an internal note or just mail the customer the answer to his question straight from within the ticket.
This way, a customer’s question still gets tracked and makes it easy to follow up.
4. Via mobile
The Teamleader Mobile app also contains the Ticketing module, and although it’s not (yet) possible to create a ticket from your tablet or smartphone, it’s worth mentioning. Even on the road it’s easy to accommodate to your customers’ needs via the mobile app. It works exactly the same way as it does on the web version. So go check out our mobile app on the App Store or Play Store!
You would like to have more information about the possibilities to create a ticket? Then check out our tutorial:
Customer support service by UserEcho