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Using the Support & Tickets System in Britixo CRM & Practice Management Software UK?
Introduction
The Support & Tickets system in Britixo CRM UK ensures you can handle client requests, inquiries, and issues efficiently in one central place. Whether your business provides technical support, consulting, or account management, Britixo’s ticketing feature offers a structured way to manage requests from creation to resolution.
With its easy-to-use interface, you can create new tickets, assign them to the right team member, set statuses, and track priorities — all while maintaining a complete history for compliance and quality control.
Step-by-Step: Using the Support & Tickets System
1. Accessing the Ticketing Area
Log in to your Britixo admin account.
From the left-hand navigation menu, click Support → Tickets .
You will land on the Tickets Overview page, showing a list of all open, pending, and closed tickets.
2. Creating a New Ticket
You can create tickets from both the admin panel and the client portal (if allowed).
From the Admin Panel:
Click the New Ticket button in the Tickets Overview.
Fill in the ticket form:
Subject – short, clear description of the issue.
Department – choose which department should handle it (e.g., Technical, Sales).
Contact – select the client contact from your CRM records.
Service (Optional) – link the ticket to a purchased service or subscription.
Priority – choose Low, Medium, or High based on urgency.
Status – set as Open, In Progress, or other relevant statuses.
Add a detailed message describing the issue.
Optionally, attach files (documents, screenshots).
Click Submit to create the ticket.
3. Assigning Tickets to Team Members
From the ticket’s details page, locate the Assigned To dropdown.
Select the relevant staff member.
Once assigned, the team member will receive an email notification (using Britixo’s secured SMTP email server included in every package).
💡 Pro Tip: Always assign tickets promptly to avoid delays in client response.
4. Managing Ticket Statuses
Ticket statuses help track progress:
Open – The ticket has been created and needs attention.
In Progress – Work is ongoing.
Answered – Awaiting client confirmation or response.
Closed – The issue is resolved.
You can update the status from the ticket details view or directly from the Tickets Overview using the status dropdown.
5. Setting Ticket Priority Levels
Britixo allows you to classify tickets by urgency:
Low – Routine requests.
Medium – Standard operational issues.
High – Time-sensitive or critical problems.
Setting the right priority ensures your team focuses on urgent matters first.
6. Viewing Ticket History and Filters
The Tickets Overview page includes filters for:
Status (Open, Closed, In Progress, etc.)
Department
Priority
Assigned Staff
Date Range
Each ticket also contains a history log showing all updates, responses, and file attachments — keeping everything transparent for audit and client review.
Best Practices
Always keep ticket statuses updated to reflect real-time progress.
Assign tickets to the correct department and person as soon as possible.
Use detailed subjects and descriptions to make future referencing easier.
Close tickets only when the client confirms the issue is resolved.
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Check out the full documentation or explore our video library or follow the link below to create a support ticket.
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