The Ticket Module in MokoCRM provides a built-in helpdesk system for managing customer support requests, technical issues, and service inquiries. It allows users and external contacts to submit tickets, which can be tracked, assigned, prioritized, and resolved within the platform.
The Ticket Module in MokoCRM provides a built-in helpdesk system for managing customer support requests, technical issues, and service inquiries. It allows users and external contacts to submit tickets, which can be tracked, assigned, prioritized, and resolved within the platform.
🧾 Enabling the Module
- Navigate to:
Home → Setup → Modules → Ticket - Click Activate
- Configure options such as ticket categories, default statuses, and public form access
🎫 Creating a Ticket
- Go to Tickets → New Ticket
- Select or create a Third Party (client or contact)
- Enter:
- Title and Description of the issue
- Category and Severity/Priority
- Assigned User or Group
- Save to generate the ticket and assign a unique reference number
📬 Ticket Sources and Channels
- Tickets can be submitted:
- Internally by staff
- By customers via email (if configured)
- Through a public web form
- Incoming emails can be automatically converted into tickets using email-to-ticket integration
🔄 Managing and Responding
- Update ticket status: New, Assigned, In Progress, Resolved, Closed
- Add internal or external comments
- Upload attachments such as screenshots or documents
- Use predefined reply templates to save time
- All updates are logged for audit trail and accountability
📊 Tracking and Reporting
- Filter by status, priority, customer, assigned user, or category
- Monitor SLA compliance and resolution times
- Export ticket logs for service quality audits or reports
📌 Best Practices
- Define clear ticket categories and priorities to streamline triage
- Set up automated email notifications for ticket updates
- Use status workflows to reflect real support progress
- Review ticket dashboards weekly to monitor workload and backlog
- Combine with the Knowledge Base to link helpful articles directly in replies