Set up ticket intake and resolve a ticket

Configure ticket intake

1. In Smart CRM, open Support → Settings → Portal form as an owner or admin.
2. Give the form a title. Add a required Ticket subject question and a required Ticket description question, with one question mapped to each.
3. Add a dropdown mapped to Ticket category if you want to triage by issue type. Enter options your customers recognise, such as Billing or Technical help.
4. Select Use this form on the customer portal, then Save form. Use a test portal account to check what customers see.

Configure assignment and response targets

If your plan includes routing, open Support → Settings → Routing. Under Technician Profiles, use Add Technician to set up the staff who can receive tickets. In Routing Rules, use Add Rule to define who should receive matching work. Keep a manual assignment path for tickets that need review. Set the response and resolution targets using Support Desk SLA settings.

Follow a ticket from submission to resolution

1. Sign in as a test customer and submit a New Support Ticket. Record the ticket number and choose a category covered by your routing setup.
2. In Smart CRM, open Support, find the ticket by number and verify its category, assignee and SLA. Assign it manually if necessary.
3. Open the ticket’s activity and send a customer reply. Use an internal note for information intended only for staff.
4. When the issue is resolved, change the ticket to your workspace’s resolution status. Check the final status and customer-visible reply from the portal.