Tickets files, notes, and links to other modules
Use of attachments, internal notes, canned responses, and links to Tasks, Projects, and Objects.
Last updated 20 days ago
Tickets files, internal notes, and canned responses
Attach files when creating a Ticket or writing a specific response. Check the file name, content, and recipients before sending. If a file fails to upload, check the allowed format and your organization's attachment limits.
Internal notes are intended for Staff and are not sent to the client. Canned responses help you quickly insert frequently used text, while knowledge base articles can be used for more detailed explanations. Always tailor the inserted text to the specific Ticket.
Tickets link to Task, project, and object
When creating a Ticket, you can select a related Project or Object. This ensures the Ticket is also visible on the related record's card. Linking does not change the status of the project or object.
When a client inquiry requires scheduled work, create a linked Task. Within it, separately select the executors, deadline, and status. If automatic conversion is enabled in your organization, Tasks may be created automatically from Tickets. Verify that the correct text, responsible parties, and attachments have been transferred to Task.
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