Help & Support » Guides » User Guide » Modules » Tickets » Add a Ticket

Add a Ticket

Add a Ticket from any page using the Create button, add a Ticket against a specific Client, or convert an email in the Request Inbox directly into a Ticket. Keep track of the work your team completes, run better reports for cost analysis, and easily send invoices to clients.

Using this guide, you can:

 
 

Add a Ticket

There are five ways to create new Tickets, making it easy to start and keep track of new work you are doing for clients.
 

Add Tickets using the Create Button

The Create button is a handy creation tool which will begin the process of creating most Objects within Accelo.

To add a ticket using the create button:

  1. At the top of your screen, hit the +Create button and select Ticket.

    accelo.CreateButtonTicket 

  2. Search for the name of the Client/Company the Ticket is being logged against.

    accelo.CreateButtonTicketCompany  

  3. Enter a Subject for the Ticket.

    accelo.CreateButtonTicketSubject 

  4. Enter a Description for the Ticket. This can be any details that the client gave you, or simply a list of things that need to be done to complete the Ticket.

  5. Enter any Tags.

    accelo.CreateButtonTicketDetails 

  6. Assign the Ticket to a user, if necessary. Your name will be automatically filled in.

  7. Enter a Contact at the Company.

  8. Select the Type of Ticket.

  9. Select the Status of the Ticket. It will automatically be listed as Open.

  10. Select the Class of the Ticket.

  11. Select the Priority of the Ticket.

  12. Click Create Ticket.

Note: Depending on the Ticket type and status progression you may have configured, you may be prompted to complete additional steps.

 

Add a Ticket from a Company Page

The Company View page allows you to see an overview of previous correspondence, work, and revenue completed for a particular Company/Client. 

To add a ticket from a company page:

  1. From a Company View screen, click the +Add button and select New Ticket from the drop-down menu.

    accelo.CompanyTicket 

  2. Fill in the fields on the Create a new Ticket screen as necessary. Ticket details.

  3. Click Create Ticket.

 
 

Convert an Activity into a Ticket

Convert any Activity you are viewing into a Ticket easily in order to maintain any details saved when the Activity was logged.

To convert an activity to a ticket:

  1. Find the Activity you want to convert by clicking on the Search bar drop-down arrow.

    accelo.SearchBarDropDown5 
  2. Select Activity.

    accelo.SearchActivity3 
  3. Press Enter to see a list of all Activities.

    accelo.SearchActivityEnter2 
  4. Search for or select the name of the Activity you wish to view.
  5. Click the More button and select Convert to Ticket.

    accelo.ActivityConvert  
  6. Fill in the fields on the Create a new Ticket screen as necessary. Ticket details.
  7. Click Create Ticket.


 
Convert a Request into a Ticket

Converting a request to a Ticket will automatically remove it from the request queue and turn it into a ticket so your team can continue to do more detailed work on the service request.

Converting a request is the ideal way to start a Ticket for a problem that has been brought up by a client, as any details or images they provide about the issue will automatically move to the Ticket profile.

To convert a request to a ticket from a Request Inbox:

  1. Hover over the Inbox button on the top right of the Navigation bar and select the Request Inbox you would like to view (Support, Sales, etc.)

    accelo.RequestConvertTicket 

  2. Find the Request you want to convert to a Ticket from the list on the left and click on it to view details on the right.

    accelo.RequestMessage 

  3. Click the Convert button and select New Ticket from the drop-down list.

    accelo.RequestConvertNewTicket 
  4. Fill in the fields on the Create a new Ticket screen as necessary. Ticket details.
  5. Click Create Ticket.

 
 

Convert an Email in your Inbox into a Ticket

When a client emails your email address directly out of the blue about a bug, or maybe they email you directly for a quick fix (ie - update an image on their homepage), that doesn't require you to start a whole project, you can convert this email to a Ticket. You can find this email in your personal Inbox, and instantly start work on a Ticket. 

To convert an email in your Inbox to a ticket:

  1. Click on the Inbox button on the Navigation bar.

    accelo.Inbox 
  2. Find the Email you want to convert to a Ticket from the list on the left and click on it to view details on the right.

    accelo.InboxDetails 
  3. Click the More button and select Convert to Ticket.

    accelo.InboxConvertTicket 
  4. Fill in the fields on the Create a new Ticket screen as necessary. Ticket details.
  5. Click Create Ticket.
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