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CRM Tickets

CRM Ticket Report​

The Ticket Report in the CRM module provides a complete overview of customer support tickets raised through various channels such as email, phone, chat, or directly from the customer portal. It enables support teams to track, prioritize, and resolve customer issues efficiently, ensuring high levels of customer satisfaction and timely service delivery.

This report acts as a centralized dashboard for all customer support requests, helping businesses monitor service quality, identify bottlenecks, and improve customer experience.

Key Features​

  • Displays all tickets raised by customers, with details of issue type, status, and priority.

  • Tracks the current stage of ticket resolution (Open, In Progress, On Hold, Resolved, Closed).

  • Links tickets to the respective customer, product, or service.

  • Supports SLA (Service Level Agreement) monitoring for timely resolution.

  • Provides filters and search options (by customer, product, ticket owner, priority, date).

  • Maintains complete communication history for each ticket.

  • Exportable for support performance analysis and reporting.

Data Available in the Report​

  • Ticket ID / Reference No.

  • Customer Name / Organization

  • Contact Person

  • Subject / Issue Summary

  • Category / Department (e.g., Billing, Technical, General Query)

  • Priority (Low, Medium, High, Critical)

  • Status (Open, In Progress, On Hold, Resolved, Closed)

  • Assigned Support Agent / Team

  • Date Created

  • Last Updated Date

  • SLA Due Date

  • Resolution Notes / Comments

Sample Data Representation​

Ticket IDCustomer NameContact PersonSubjectPriorityStatusAssigned ToCreated DateSLA Due DateLast Updated
T001ABC Pvt. Ltd.Ramesh KumarInvoice mismatchHighOpenPriya Singh05-Aug-202507-Aug-202505-Aug-2025
T002Global TechNeha KapoorLogin issueMediumIn ProgressAnil Sharma04-Aug-202506-Aug-202505-Aug-2025
T003Green FarmsDeepak VermaPayment not updatedCriticalOn HoldPriya Singh01-Aug-202502-Aug-202504-Aug-2025
T004Bright SolutionsArjun PatelData sync problemHighResolved-30-Jul-202531-Jul-202501-Aug-2025
T005XYZ TradersJohn MathewFeature requestLowClosedAnil Sharma20-Jul-2025-25-Jul-2025

✅ Business Benefits​

  • The CRM Ticket Report helps businesses to:

  • Monitor support team performance and track pending workloads.

  • Prioritize tickets based on urgency and customer impact.

  • Ensure SLA compliance and improve resolution times.

  • Gain insights into recurring customer issues to improve products/services.

  • Enhance customer satisfaction and retention through efficient support.