erxes plugin
Ticket pipeline / Ticket Management
erxes logo
Made by Erxes

Organize your projects, clients and inquiries. This will allow you to handle your tickets in a well organized manner so you do not lose track of the information that the client has provided.

$5per month
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DESCRIPTION

Ticket board is a powerful task management plugin that helps you make things a little easier for you and your clients. Our ticketing system allows you to track and manage your customer requests from creation to resolution. With Ticket, you can set the terms and conditions of your service, add inquiries for clients/customers to make when they find something wrong or want to modify something. This makes it easy for everyone involved to know what is going on in their project.

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BENEFITS

Unlimited boards and pipelines

Manage your to-do list by allowing you to filter most of the views by Companies, Customers, Priorities, Team Members, Labels, and Due Dates.

Synergy with our other plugins

The Ticket plugin works perfectly with the sales pipeline, ticket, and Contact plugins. With this option, you can create tasks for you and your clients to manage the overall delivery of their projects.

Keep up to date in your calendar

Improve your productivity and prevent procrastination by receiving notifications for the due dates that you set.

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HOW TO SET UP

The Ticket plugin is available at erxes marketplace for all users when you get started with erxes. It comes with Cards plugin for free as it’s one of the core plugins erxes provides.

⚙️ Self-hosted client, please go to the plugin installation documentation to install the card plugin after installing the erxes XOS.

‍💻 SaaS clients, when you sign-up for erxes Ticket plugin will be there already, so just go along with this guideline to get started with this plugin

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PLUGIN TUTORIAL

The Ticket can be found on the left hand side of the screen when you enter erxes. By selecting the tab you will be able to place the sign on the plugins bar visible.

The ticket menu allows you to organize, customize and monitor the way your team customers’ requests and inquiries are viewed and collected on erxes in the following ways.

  • Save multiple pipelines on a single Board.
  • Pipelines can be customized to your organization’s needs. Each pipeline can be dedicated to a team within your organization.
infoINFO

If your organization does not have many inquiries, creating a single pipeline would be beneficial. As you can organize different deals/tickets in the Label or Properties section of the pipeline, it may be more convenient for similar requests to be on one board. This saves time as it reduces time spent navigating around multiple screens as everything is sorted and funneled into one page.

After setting up this section, you can learn more about how to use this menu effectively in the Ticket menu.

Step one. Creating your board and pipeline

Create your board using settings

When you’re creating your pipeline, you have to keep in mind that all businesses are different and require different stages to reach the final stage of each project. Before creating your Task Management stages, please read the blog post that will hopefully help you to set up your Task pipeline effectively.

Step two. Add properties on your task pipeline

To customize your Ticket cards, you can create additional fields that fit your unique needs from each card. To add new properties in your Task pipeline card, you’ll need to go to the Property plugin here.

Step three. Create your products and services

The part of tracking your ticket performance, connecting your products and services to your Ticket pipeline is an important step. In order to create your products and services, please go to the Products & services plugin here.

Step four. Add campaign on your ticket pipeline

Using Auto Campaigns, you can automate some of your tikcets like automatic emails to be sent when you drag a card to a different stage as they progress along your Ticket pipelines.

In this case, let's say a tour agency wants to send a sunflower for the tour package and some personalized content as an email to the lead associated with this deal card above. You can set up auto emails for each stage, but we'll create segments for the Sunflower Sent stage for this one. Let's create a parent segment with two subsegments for these different group types:

  1. Create Custom Card Properties (Optional)

    Here we are updating the custom card property on the right and then moving the card to the next stage. If you have any differentiating properties, please create those in advance by going to Settings -> Properties - > Deal/Task/Ticker Properties. Also, notice that the card already has a contact associated with it and make sure their email verification status is valid.

  2. Create Card Segments

    Please go to Settings -> Segments -> and choose from the segment type on the left to create these segments.

    Parent segment

    The parent segment, which is optional, will have the base filters that will be used on all subsegments:

    infoCAUTION

    You can set whether the stage is active or archived. To highlight a certain task, configuring age as a duration is an important action.

    Subsegment

    Once you set up your 'base' parent segment, you can create subsegments where you point the stage name:

    infoCAUTION

    To assign “subsegments”, create and save the segments first.

  3. Create an Auto Campaign Email

    Once you create your segments, please select one stage segment in the Campaign target selection slide:

    Segment

    The number of customers found in the segment will likely be 0 when you're creating the Campaign. Not to worry, that means that nobody moved a card exactly 15 minutes ago to this stage.

    Schedule

    On the next slide, please set the schedule as every minute:

    infoCAUTION

    Make sure you choose the right time filter for the parent segment. If you don't set that timeframe, but your Campaign schedule is set as every minute, you might end up spamming your contacts every minute.

Note that if you're not using erxes SaaS with your own AWS SES account, these auto emails will be sent to contacts with only valid email verification statuses on the erxes database. Please refer to this guide on how to verify your email addresses. If you connect your own AWS SES account, the restriction can be updated.

🥳 Congratulations, you have successfully set up your Ticket Pipeline. Now, let’s start using it.

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USING TICKET

Let you guys go through the main actions on Ticket below:

  1. Enter information in the Description section
  2. Label the card
  3. Insert the start to end date for your ticket
  4. Create checklists
  5. Create the properties on the map
  6. Link card to related tasks and deals
  7. Leave a note to other members
  8. Create an automatic campaign connected to Ticket
  9. Specially invite members to work in that pipeline
  10. Search for the information you need
  11. View information using filters
  12. View data by month
  13. Record whether the task has been completed or not

For the Managers, erxes provides the numbers view options to precisely look into the projects.

Filter and view archives among cards

  1. You can filter your card by clicking on the Show menu. Explanation of available names
    • Filter by created members
    • Filter by priority
    • Filter by labels
    • Filter by team members
    • Choose companies
    • Choose customers
    • Date range
    • Assigned to me
    • Due tomorrow: Tasks to be completed tomorrow
    • Due next week: Tasks due next week
  2. When viewing archived cards, select Archived items.

Now that you already know how to use Ticket, please go to the following blog posts to learn about different use cases of Ticket plugin and master it.

✌️ Enjoy your journey with the Ticket plugin!