Creating and Managing Tickets

About

When customers require assistance, they’ll need to be able to reach out to a product expert. Insightly Service offers the Ticket object to assist Customer Support Agents in communicating with customers and providing applicable support.

In this Article

• How Do Tickets Work?
  • Support Schedules
  • SLA Functionality 
  • Email Allowlists and Blocklists 
  • Tasks and Opportunities
• Ticket Layout
• Creating Tickets
  • Customer Ticket Creation
    • Limitations
  • How to Create a Ticket Through the Public Portal Website
  • Ticket Creation on Behalf of a Customer
  • Ticket Creation through a Contact Record
  • Updating Ticket Form Fields
    • How to Update Ticket Form Fields
• Managing Tickets
• Customer Satisfaction Surveys
  • How to Create a CSAT
• Bounce Errors

How Do Tickets Work?

When customers need assistance, Customer Support Agents need to be prepared with the best possible tools to quickly solve the customer’s issue. Tickets capture all details from the initial request to each subsequent conversation. 

Customers are added to Insightly Service as contacts and Customer Support Agents can review past interactions between the customer and the support team. When a ticket is submitted by a customer, a conversation between the customer and the Customer Support Agent begins; Customer Support Agents additionally have the option to create tickets manually on behalf of a customer when applicable.

New Service Ticket can be created by 2 ways via the dropdown under New Ticket button: New Ticket or New Ticket From Macro. 

With the New Ticket From Macro option, you have the ability to pre-fill a new ticket form with data from a macro. This can be done by selecting "New Ticket" dropdown, choosing "New Ticket From Macro," and selecting the desired macro. This feature allows a macro to be selected and applied immediately when a new ticket is created. This functionality is exclusive to the new ticket form with the exception that certain macro actions, such as Delete Tag, Owner and Internal Note will not be applied. If users select "Save & New," the form will reset, allowing them to initialize another new ticket using the same macro.

When a new ticket is submitted, by default it will be assigned to the New Tickets queue. Queues allow for the distribution of tickets amongst agents in a visible and understandable way. When viewing a ticket list view, users can click the Show Sidebar button (to the left of the New Ticket button) to display the number of tickets in each list view. The sidebar will display the queues and views in the same order as they are shown in the list view dropdown for the Tickets object. Clicking a queue or view within the sidebar will change the view of the Tickets object to that specific queue or view.

When viewing a list view of tickets via the Ticket object within Insightly Service, users are able to see when a ticket is being viewed by other users via the eye icon located on the far left of a ticket's row in the list view. This icon can be hovered over to display what users are viewing the ticket.

Additionally, within the ticket record itself, users can review a list of other users who are also viewing the ticket via the Ticket tab on the left of the ticket record.

System Administrators can navigate to System Settings > Objects > Ticket Layout to design the layout of tickets. This design ability applies to the the Ticket, Contact, and Organization tabs of a ticket record.

Insightly provides out of office auto reply detection by identifying common email headers that indicate whether an email is an auto reply. 

• If an auto reply email is received from a customer, Insightly will detect this out of office notification and the subsequent ticket created from the email will be automatically be sent to the Spam queue.
• If an auto reply email is a reply to an existing open ticket, the new ticket comment will be flagged as an auto reply within the ticket comment metadata; these types of comments will be filtered out of the ticket display view. 
• If an auto reply email is received for a closed ticket, the ticket will not be reopened by the auto reply. 

Ticket Layout

Insightly Service provides a default page layout for tickets that can be customized by System Administrators via System Settings > Objects and Fields > Ticket > Page Layouts > Ticket Layout.

The default ticket layout displays the following information for each ticket:

Creating Tickets

1. Within the Public Portal Website, customers will need to navigate to the tickets page which can be reach by clicking the Tickets tab (per the default public portal homepage). For customers with an account, filtering and sorting of tickets can be applied: 
   • Filtering: Customers can filter their view for all tickets, open & pending tickets, and solved & closed tickets. 
   • Sorting: Customers can sort through their submitted tickets by status, date created, and last activity. 
2. To submit a ticket, click New Ticket.
   1. Customers will input an email address and a subject for the ticket. For customers who have an account, their account email address will auto populate in the Email Address field. 
   2. The Details section of the ticket submission form should contain the details of the issue being submitted; customers should provide as much relevant information as they can in order to assist the Customer Support Agents in solving the ticket efficiently. 
   3. Once all issue details have been entered, click Submit to complete the ticket submission process. 

1. Within Insightly Service, Customer Service Agents can navigate to the Tickets object and click New Ticket in the upper right corner.
   1. Via the Add New Ticket popup, search for and select the contact the ticket is for and then apply the ticket details and an in depth description of the issue. 
   2. Once the ticket details have been entered, click Save. The new ticket record will open and the agent can create their response to the customer as applicable. Once a response is complete, Submit as Pending can be clicked or a different status can be chosen from the drop-down.

Ticket Creation through a Contact Record

1. Within Insightly CRM or Insightly Service, navigate to the Contacts object. Select a contact record.
2. Click the Related tab. Click the Add Ticket button located on the right-hand side of the Tickets related grid. This button will only appear for users with create permissions for tickets.
3. A new ticket modal will appear. Enter the ticket’s details and an in depth description of the issue. 
4. Once the ticket details have been entered, click Save. The new ticket will be automatically populated with the contact and primary organization fields pulled from the contact record. 
   1. The ticket record will open and the agent can create their response to the customer as applicable. Once a response is complete, Submit as Pending can be clicked or a different status can be chosen from the drop-down.

Updating Ticket Form Fields

Insightly Service admins can add, remove, and reconfigure the fields that will appear on the ticket submission form. Any ticket custom fields can be added and the Priority standard field can be added to the form. If a custom field is deleted, that field will automatically be removed from all ticket forms it appears in.

The following fields cannot be removed from the field and are required for successful ticket submissions:

• Email Address
• Subject
• Details

If a field is dependent on another field, both fields must be present on the form, with identical validation as the page layout field dependency validation. The portal settings page cannot be saved if the dependent fields are not present.

If validation rules are in place for a field, that rule will also apply within the ticket form and if the rule is violated, an error will appear.

Dynamic layout rules, however, do not apply to the ticket form.

How to Update Ticket Form Fields

1. Go to System Settings > Portals. Select a portal.
2. Scroll to toward the bottom of the Portal Settings page and locate the New Ticket Form section.
3. There are two columns present: Available Ticket Fields and Ticket Fields on Form. To add fields to the form, select a field from the Available Ticket Fields column and click the left arrow (>) to add it to the Ticket Fields on Form column.
4. To remove fields from the form, select a field from the Ticket Fields on Form column and click the right arrow (<).
5. To change the order of the fields on the form, select a field in the Ticket Fields on Form column and use the up arrow (^) or down arrow (v) to change its position in the list.
6. Click Save Portal Settings.

Managing Tickets

Multiple actions are available to assist with the management of tickets. When viewing a ticket record, the Actions button in the upper right can be clicked to display the following actions that can be taken against the specific ticket record being viewed:

Customer Satisfaction Surveys (CSAT)

A customer satisfaction survey, also known as a CSAT, is an email survey that is typically sent after a ticket has been closed or solved. These surveys gauge how satisfied the customer is with the support they received from your agents and are typically presented as a yes or no question or a thumbs up or thumbs down.

CSAT results can help managers understand how effective their agents are. Positive CSAT results can be a cause for praise and can be used to discover what kind of behavior other agents should try to emulate. Negative CSAT scores can be disappointing but can be used to determine what gaps there may be in the service being provided.

Once the contact has clicked the rating they’ve chosen, Good, I’m Satisfied or Bad, I’m Unsatisfied, they will be allowed to leave a comment if they wish to. Once finished, they will be redirected to a thank you page. Users can review the Ticket CSAT Report for an overview of their CSAT responses.

CSAT Score will also be available under custom list view filters for Tickets under a new section Ticket CSAT. Users can choose CSAT Score of “Good” and “Bad” via dropdown field. CSAT Score can be added as a filter field and can also be displayed as a column in list views. CSAT Comment will also be available as a column in ticket custom list views. 

• Administrators on Professional and Enterprise plans can create an unlimited number of CSATs, while administrators on Plus plans will not have access to any CSATs. 

• The default CSAT cannot be deleted. 

• Each CSAT can only receive one response. If a Contact has already provided a CSAT rating for a ticket and they click the rating link within the email, they will be redirected to the CSAT thank you page.

How to Create a CSAT

1. Go to System Settings > CSAT Surveys.
2. Click Add Survey. 
3. Enter the Survey Name. Click Save.
4. The first section is Customer Satisfaction Survey Details, which contains the Survey Name and the Active checkbox. Click the Edit button to update these fields.
5. The next section is Edit Criteria. By default, there are two sets of evaluation criteria that cannot be removed:
   1. Status equals Solved or Status equals Closed.
   2. Hours since Solved (or Closed) equals [Numeric value set by user].
      1. By default, the numeric value is 24.
6. To add more criteria, click Add a Filter Row.
7. Click Add Filter Logic to govern how and when filters should be applied to the CSAT.
8. Click Save Criteria.
9. The final section is the Customer Satisfaction Survey Email. Select a language from the dropdown. Additional languages can be added by Enterprise customers in System Settings > Languages.
   1. Enter a Subject Line for your survey email.
   2. Use the text box to craft the survey email. The default text can be updated to better match your brand, but there are several merge fields included that we recommend you include in your email.
      1. {{ticket.contact.first_name}}
      2. {{ticket.agent.first_name}}
      3. {{ticket.subject}}
      4. {{ticket.portal_name}}
      5. {{CSAT.rating_section}}
         • The {{CSAT.rating_section}} field should never be removed, as that is the field used to collect CSAT results from the Contact it has been emailed to.
   3. Click the Insert Field button to add additional merge fields.
   4. By default, the Unpublish all other translations of this template checkbox is checked. Uncheck this box if desired.
   5. Click Restore to Default if you wish to restore the template’s default text.
10. Click Save Template.

To edit an existing survey, click the 3-dot menu and select Edit This Survey. To delete an existing survey, click the 3-dot menu and select Delete This Survey.

Bounce Errors

If a ticket comment fails to be delivered, Insightly will display an error describing why the bounce occurred. When you receive a bounce notification with a bounce type of Transient, you might be able to send email to that recipient in the future if the issue that caused the message to bounce is resolved.

When you receive a bounce notification with a bounce type of Permanent, it's unlikely that you'll be able to send email to that recipient in the future. We recommend  immediately removing the recipient whose address produced the bounce from your mailing lists.