Note: With the Insight CRM Customer Support Add-on, Admins play a central role in delivering smooth and reliable customer service. They can easily manage tickets, reports, and support settings. While staff and clients follow the same workflows, they cannot make changes without Admin permission. By guiding users and controlling access, Admins ensure secure operations, organized workflows, and quick issue resolutions, helping businesses save time, avoid mistakes, and achieve growth with confidence.

 

With the Insight CRM Customer Support Add-on, Admins can manage tickets effortlessly by assigning, tracking, and resolving issues quickly for faster responses. They can also generate insightful reports to monitor performance and trends. Additionally, Admins control support settings, ensuring secure access, smooth workflows, and professional customer service that drives business growth.

 

• Log in to the Admin panel and open the Dashboard.

• Navigate to Customer Support from the left menu.

• Finally, click the Tickets from the left menu, and a new window will appear.

• Click the Search option and type the desired subject name to view.

• Click the Export button, and the entire list will be exported as PDF, CSV, and Print.

• If you click the PDF button, the selected document will be downloaded.

• If you click the CSV button, the selected document will be downloaded.

• If you click the Print button, the selected document is automatically printed.

• Click the Filter button to open an entry form.

• Fill in the following details:

  • Customer: Select the customer from the dropdown menu.

  • Assigned to: Select the assigned person from the dropdown menu.

  • Category: Select the category from the dropdown menu.

  • Priority: Select the priority from the dropdown menu.

  • Status: Select the status from the dropdown menu.

• Once all the fields are completed, click the Apply button to show the information.

 

 

 

How to Add a Ticket

• Log in to the Admin panel and open the Dashboard.

• Navigate to Customer Support from the left menu.

• Finally, click the Tickets from the left menu, and a new window will appear.

• Click the Add Now button to open an entry form.

• Fill in the following details:

  • Subject: Type the desired subject in the subject name field. 

  • Select Client: Select the client from the dropdown menu.

  • Select Staff: Select the staff from the dropdown menu.

  • Select Status: Select the status from the dropdown menu.

  • Select Priority: Select the priority from the dropdown menu.

  • Select Category: Select category from the dropdown menu.

  • Date of Joining: Select the date of joining from the dropdown calendar.

  • Message: Write a short message in the respective field.

• Once all the fields are completed, click the Submit button to save the information.

 

 

 

How to View a Ticket

• Log in to the Admin panel and open the Dashboard.

• Navigate to Customer Support from the left menu.

• Finally, click the Tickets from the left menu, and a new window will appear.

• When you click the three dots in the Options button, a new window will open with the options to View Ticket, Edit, and Delete.

• Click the View Ticket button, relevant ticket will be viewed.

• You can write a Message in the message option and send it to the respective person.

• If you click the Back button, you will go back to the previous page.

 

 

 

How to Edit a Ticket

• Log in to the Admin panel and open the Dashboard.

• Navigate to Customer Support from the left menu.

• Finally, click the Tickets from the left menu, and a new window will appear.

• When you click the three dots in the Options button, a new window will open with the options to View Ticket, Edit, and Delete.

• Click the Edit button to open an entry form.

• Fill in the following details:

• Subject: Type the desired subject in the subject name field. 

• Select Client: Select the client from the dropdown menu.

• Select Staff: Select the staff from the dropdown menu.

• Select Status: Select the status from the dropdown menu.

• Select Priority: Select the priority from the dropdown menu.

• Select Category: Select category from the dropdown menu.

• Date of Joining: Select the date of joining from the dropdown calendar.

• Once all the fields are completed, click the Update button to save the information.

• If you click the Delete button, a confirmation window will pop up.

• By clicking Confirm, the item will be deleted permanently; otherwise, click Cancel.