The Tickets Module in HelloCRM helps you manage customer issues, support requests, and service workflows in a structured way. By creating pipelines, customizing statuses, and linking tickets to contacts, your support team can track, prioritize, and resolve requests more efficiently. Tickets are fully integrated with contacts, companies, and deals, giving you a 360° view of every customer interaction.
Key Features #
Multiple Pipelines #
- Create dedicated pipelines for different support processes (e.g., Technical Support, Billing, Onboarding).
- Customize pipelines to match your customer service workflow.
Custom Statuses & Color Coding #
- Add and edit ticket statuses (e.g., Open, In Progress, Waiting on Contact, Resolved).
- Apply color codes for easy visual tracking.
Ticket Creation & Details #
- Add tickets manually or through integrated sources (e.g., email, chat, web forms).
- Capture details such as pipeline, status, source, priority, and owner.
- Map tickets to contacts and companies for full context.
Activity Tracking #
- Log all ticket-related communication directly in the ticket record.
- Send messages, emails, and updates — all linked to the associated contact.
- Every update is stored for complete activity history.
Integrated View #
- Access tickets from within a contact record to see all related deals, companies, and activities in one place.
- Maintain a 360° customer view across sales and support.
How to Use #
Step 1: Create a Ticket Pipeline #
- Navigate to Tickets → Manage Pipelines.
- Add a pipeline specific to your support process.
- Define statuses and assign colors for better visibility.
Step 2: Add a New Ticket #
- Click + Add Ticket.
- Select pipeline, status, source, priority, and owner.
- Associate the ticket with a contact (and company if applicable).
Step 3: Manage Tickets #
- View tickets on the pipeline board.
- Move tickets across statuses as they progress.
- Update details, reassign ownership, or adjust priorities.
Step 4: Track Activities #
- Open a ticket record to view all communication history.
- Send messages, emails, or notes directly from the ticket.
- All communications automatically use the associated contact’s details.
Step 5: Maintain 360° View #
- Open a contact record to see all linked deals, tickets, and companies.
- Use this unified view to understand the customer journey across sales and support.
Video Walkthrough #
For a complete guided demo, watch the Tickets Module Documentation video here:
👉 Watch Video
Best Practices #
- Set up pipelines for different departments or issue categories.
- Use clear, consistent ticket statuses to streamline reporting.
- Always map tickets to contacts for accurate communication.
- Leverage color coding to quickly identify high-priority or pending tickets.
- Regularly review open tickets to ensure timely resolution.
Next Steps #
- Explore the Tasks Module to assign follow-ups related to tickets.
- Integrate Team Inbox for collaborative support handling.
- Check the Reports Dashboard for ticket volume and resolution time analysis.
