What is a support ticket tracking template?
A support ticket template gives every customer request a record: what the problem is, how urgent it is, which channel it came in on, when it was opened and when it was resolved. A board by status shows what is open, what is being worked on and what is waiting on the customer.
In PromptLab it installs as a custom object linked to your accounts, with seven sample tickets, so the sales team sees a customer's open issues on the same CRM they sell from.
What's inside
| Field | Type | Choices and details |
|---|---|---|
| Subject | Text | |
| Status | Status | Open, In progress, Waiting on customer, Resolved, Closed |
| Priority | Select | Low, Medium, High, Urgent |
| Customer email | ||
| Channel | Select | Email, Chat, Phone, Social |
| Opened on | Date | |
| Resolved on | Date | |
| Description | Long text | |
| Account | Link | Links to Account |
1What each ticket holds
Subject, Status, Priority, Customer email, Channel, Opened on, Resolved on, Description and Account. Invoice shows wrong VAT is Open at High priority, from the finance team at Northwind by email; Shipment delayed is Urgent and Waiting on customer while they confirm a new delivery address for PO 7781.
Priority runs Low, Medium, High and Urgent, and Channel records Email, Chat, Phone or Social, so you can see where requests come from as well as how many there are.
Use templateSupport tickets
Object · 9 fields
2A board by status
Status runs Open, In progress, Waiting on customer, Resolved and Closed, and the template adds a shared Board view grouped by it. Update a ticket's status on its record and it moves to that column, so the board is the queue.
Use templateSupport tickets
Object · 9 fields
3Linked to the customer's account
The Account field links each ticket to the company that raised it. A rep about to call Northwind can see the VAT question is still open before they pick up the phone.
Add an assignee, a product field or a first-response date if your team reports on them; every field and status can be changed after install.