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Add a Ticket

Gain insight into Accelo's Ticket Module



 

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:

Learn more about Accelo's Ticket Module

Add a Ticket

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

Add Tickets using the Create Button

The Create button is a handy creation tool that 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. Enter the Ticket Title, the name of the Client/Company the Ticket is being logged against, as well as the Company Contact for the Ticket.
      

  3. Select the Type of Ticket, Ticket Class, and Level of Priority, and status of the Ticket. You also have options to create the Ticket against an existing Retainer, and add any Tags to the Ticket. 

  4. Enter a Description for the Ticket, and assign it an Issue Manager. The Description 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. You can also configure Start Date and Deadline Settings for the Ticket, as well as input the budgeted hours and assigned Rate for the Ticket.

  6. On the far right of the Ticket creation view, you can see where any Custom Fields created for this Ticket Type would appear. Select the Type of Ticket. There is also the option to choose whether this Ticket is being worked on outside of normal business hours and whether the work is being done on-site or remotely

  7. Click Create Ticket.

    Screen Shot 2019 03 27 at 10.45.26 AM

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 Convert button and select Ticket.

    Convert Ticket  
  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, The Title, Company, Contact, Type, Status and Description fields will auto-fill.  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. Navigate to the dropdown menu and select Convert to Ticket.

    Convert to Ticket email 
  4. Fill in the fields on the Create a new Ticket screen as necessary. Ticket details.
  5. Click Create Ticket.

 

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