How tickets are raised
Smile supports many different methods to raise a ticket, for example:
- an operator can raise a ticket in Smile
- a customer can raise a ticket in CAT
- a person or process can raise a ticket using the CRM API
Note: For more information about the CRM API, see the Developer Guide.
In addition, you can configure Smile to raise a ticket when an event occurs, for example:
- your support address receives an email
- a customer calls your support hotline
- a system event occurs that must be resolved by an operator
- an invoice becomes overdue, or another credit control event occurs
- a ticket action raises a ticket
You can also configure Smile to take additional actions after a ticket is raised, for example, send a reply when your support address receives an email.
Tickets can be raised against a specific account or transaction. Each account and transaction has a Tickets page, which lists the tickets raised against the account or transaction.