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.