Company administrators, employees and clients; each answer identifies any more specific role.
Find answers to common questions about CRMCEO. Available menus and actions depend on your plan, enabled modules, company settings and permissions.
Can our company change the ticket enquiry form?
Related existing guide: Manage customer and employee tickets in your workspace
An authorized administrator can use Ticket Form to include or remove available fields and preview the result. Keep enough detail for your team to diagnose issues. Test the form after changes rather than assuming it still captures every necessary field.
Why can a support agent see only some tickets?
Related existing guide: Manage customer and employee tickets in your workspace
For: company administrators and employees.
Ticket Settings can restrict agents to assigned tickets or tickets in their groups, or allow all tickets. Ask an administrator to check the agent’s visibility scope and assignment. A restricted list does not necessarily mean tickets were deleted.
Can we use standard replies and rotate ticket assignments?
Related existing guide: Manage customer and employee tickets in your workspace
Ticket Settings provides reply templates and round-robin assignment controls. Review template wording before use and configure the participating agents appropriately. A saved reply template should not be treated as a guaranteed automatic response or a promised response time.
Does selecting a ticket channel automatically connect that service?
Related existing guide: Manage customer and employee tickets in your workspace
For: company administrators and employees.
Do not assume so. Ticket settings include channel controls and classifications, but naming email or a social channel is not sufficient evidence of an active integration. Ask your administrator how tickets from that source actually enter your workspace.