Create a Ticket CRM

This section will guide you through the process of creating a ticket within the Appmint CRM system, ensuring a seamless experience for both customers and support agents.

Getting Started

Before creating a ticket, ensure you have signed up and logged in to your Appmint account. If you haven't, follow the steps below:

Sign Up and Log In

To begin setting up a Ticket CRM for your website, you'll need to create an account or log into your existing account on Appmint.

  1. Sign Up:

    • Visit the Appmint website: Open your browser and navigate to the Appmint homepage.
    • Click on the "Sign Up" button: You'll find this at the top-right corner of the page.
    • Fill in your details: Enter your name, email, and password, then click "Create Account".
    • Verify your email address: Check your inbox for a verification email from Appmint and click the verification link to activate your account. image

  2. Log In:

    • Return to the Appmint website: Once your account is verified.
    • Click on the "Log In" button: Enter your email and password, then click "Log In".

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  3. Starting a New Project: You can also setup a new ticket CRM for a new website by first setting up the website on Appmint.

    • Click on the plus icon ("+") on the sidebar dashboard to start a new project.
    • Customize project settings: Enter the project name, description, tags, language, and currency if applicable.
    • Save your settings: This will take you to the builder interface.
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Upon logging in or creating a new project, you will be directed to the Appmint canvas dashboard where you can start building your desired business tools.

Setting Up Your Ticket CRM

  1. Navigate to the Ticket CRM: To create your first ticket CRM, start by creating by follow this guide.

    • Open the "Database" menu on the canvas sidebar.
    • Select "Sub scheme": You will see a list of other sub schemes you have created in the past or an empty scheme page if there are none.
    • Click on the plus icon at the top of the header section to create a new sub scheme.
    • Select your ticket parent under the collection field: Choose "Ticket" as the parent.

  2. Adding Custom Fields: Navigate to the Database menu and select the ticket menu from the sidebar, then click on the edit tab to edit the ticket.

    • Drag and drop elements from the right sidebar to your CRM canvas to add extra custom fields specific to your business needs (e.g., tracking number, invoice number, upload receipt).
    • Set the actual name for each field.
    • Save the new data collection.

When you want to save the update, the system will ask you if you want to create a copy of the default ticket so you can have a custom ticket.

Click yes to create a new Ticket type with your custom fields.

Learn more about how to create Custom fields for Ticket CRM.

  1. Creating Multiple Tickets: To effectively manage different types of customer inquiries, you can set up multiple ticket categories tailored to your business needs. This ensures that tickets are organized and routed to the appropriate team members for prompt resolution. Here’s how you can create multiple ticket categories within the Appmint Ticketing System CRM:

Identify the various types of issues or inquiries your customers might have. For example, in an e-commerce store, common categories might include General Issues, Shipping, Billing, and Sales. To create multiple ticket categories, you only need to repeatedly create different sub-schemes for each category of ticket your business needs.

Creating Tickets by Customers or Users

  1. Log In to the Website:

    • Customers need to log into their account on your website.
    • In the main menu, click on the ticket name to create a new ticket.

  2. Fill in Required Fields:

    • Enter the customer name, email, subject, and description.
    • Optionally, add tags, priority, and due date.
    • Click "Submit" to create the ticket.

  3. Automated Email Notifications:

    • Once you respond or close the ticket, an automated email will be sent to the customer letting them know the status of their ticket.

Managing Tickets

  1. Viewing Tickets:

    • Log in to your Appmint account as an administrator with your credentials.
    • Click on the "Ticket" menu on the sidebar.
    • Navigate to the "Tickets" section to see all tickets.
    • Use filters and search options to find specific tickets.
    • Click on a ticket to view its details.

  2. Assigning Tickets:

    • On the ticket page, click on the ticket you want to assign.
    • In the ticket details, find the "Assignee" dropdown.
    • Select the appropriate team member from the list.
    • Click "Save" to assign the ticket.

  3. Updating Ticket Status:

    • Open the ticket you want to update.
    • In the ticket details, find the "Status" dropdown.
    • Select the appropriate status (Open, Pending, Resolved, Closed).
    • Click "Save" to update the status.

  4. Adding Comments:

    • Open the ticket you want to add a comment to.
    • Click on the comment icon at the header section.
    • Type your comment in the provided field and click "Add Comment".
    • To add attachments, click on "Attach File", select the file, and click "Upload".

Customer Interaction

  1. Responding to Tickets:

    • Open the ticket you want to respond to.
    • In the ticket details, scroll to the "Responses" section.
    • Type your response in the provided field.
    • Click "Send" to respond to the customer.

  2. Automated Responses:

    • Navigate to the "Settings" section.
    • Select "Automations" from the menu.
    • Create rules for automated responses based on ticket conditions (e.g., new ticket, status change).
    • Save the automation rules.

By following these steps, you will be able to efficiently create and manage tickets within the Appmint Ticketing System CRM, enhancing your customer support processes and overall business performance.

Happy Building with Appmint!