Setting Up the Ticket Module for Customer Support
Turn client emails and calls into trackable, assignable Tickets linked to the right Client and Project - so nothing gets handled over text with no record.
CrmLeaf TeamUpdated July 202620 minSupport Leads
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Start Free TrialEnable the Ticket Module
Why it matters: Tickets need to be turned on and scoped before any inbound issue can be tracked against them.
- Go to Work → Settings → Modules
- Toggle on Tickets
- Confirm the Ticket object appears in the Work module navigation
WHAT YOU SEE WHEN DONETickets appears as a navigable section under the Work module.
Set Up Your Support Email Address
Why it matters: This is what turns an inbound email into a Ticket automatically, instead of sitting in a shared inbox with no owner.
- Go to Settings → Integrations → Email → Ticketing
- Enter your support address (e.g. support@yourco.com)
- Send a test email and confirm a Ticket is created
WHAT YOU SEE WHEN DONEA test email to your support address creates a new Ticket automatically.
Configure Ticket Priorities & SLAs
Why it matters: Without a defined SLA, every ticket feels equally urgent - or equally ignorable.
- Go to Work → Tickets → Settings → Priorities
- Define priority levels: Low, Medium, High, Urgent
- Set a response-time SLA for each priority level
WHAT YOU SEE WHEN DONEA new ticket shows a countdown timer based on its assigned priority's SLA.
Set Up Assignment Rules
Why it matters: An unassigned ticket is the ticket most likely to be missed - a rule guarantees someone owns it from the moment it's created.
- Go to Work → Tickets → Settings → Assignment
- Choose Round Robin, By Client Owner, or Manual Queue
- Set a fallback assignee for tickets that don't match any rule
WHAT YOU SEE WHEN DONEA new test ticket is assigned automatically within seconds.
Link Tickets to Client & Project
Why it matters: A ticket without this context forces the agent to ask the client questions they shouldn't have to answer twice.
- Confirm inbound emails match to an existing Client record automatically
- Manually link a ticket to the relevant Project if the sender's email doesn't match an existing record
WHAT YOU SEE WHEN DONEEvery ticket shows its linked Client and, where applicable, Project.
Track Ticket Status
Why it matters: Status visibility is what lets a manager spot a stalled ticket before the client has to chase it themselves.
- Go to Work → Tickets → Dashboard
- Review tickets by status: Open, In Progress, Waiting on Client, Closed
- Filter by SLA breach risk to catch anything approaching its deadline
WHAT YOU SEE WHEN DONEThe dashboard clearly shows ticket counts by status and any at risk of an SLA breach.
Close the Loop With the Client
Why it matters: A ticket marked Closed without client confirmation risks the same issue reopening a week later.
- Before closing, confirm the client's issue is actually resolved, not just addressed internally
- Send a closing message summarizing the resolution
- Mark the ticket Closed
WHAT YOU SEE WHEN DONEThe ticket log shows a clear resolution summary before its status changes to Closed.
You've completed this tutorial
Your ticket module is live. You've now covered the full lead-to-support workflow.
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