Managing Support Tickets

StretchCRM isn't just for selling — it's also where you manage customer requests and issues. Tickets flow through a dedicated Support Pipeline, are ordered by urgency, and carry the same rich activity history as deals.

The Support Pipeline

Tickets move through a set of support stages that ship ready to use:

Unlike deal stages, support stages don't carry win probabilities — they simply describe where the request is in your resolution flow.

Ticket fields

When you create or edit a ticket you can set:

• Title (required) — a short description of the issue.
• Company and Contact — who reported it.
• Priority — urgent, high, normal, or low. This drives ordering.
• Stage — where it sits in the Support Pipeline.
• Source — where the ticket came from, e.g. manual, email, form. Defaults to manual.
• Owner — the teammate responsible.
• Status — open by default; resolved when done.

Priority ordering

Your ticket list is automatically sorted by priority — urgent first, then high, normal, and low — with the most recently updated tickets rising within each band. This means the queue always surfaces the most pressing work at the top without you having to sort manually.

Creating a ticket

1. Open Tickets and choose New.
2. Enter a title describing the issue.
3. Attach the company and contact who reported it.
4. Set the priority and, if you know it, the source.
5. Assign an owner.
6. Save. The ticket enters the Support Pipeline (in the first stage unless you pick another) and appears in the queue at its priority.

Working a ticket to resolution

1. Triage it. Move the ticket from New to Triage and confirm the priority.
2. Log your work. As you investigate and respond, log activities (calls, emails, notes) against the ticket so there's a complete trail.
3. Wait on the customer when needed. If you're blocked on a reply, move it to Waiting on Customer so the queue reflects reality.
4. Resolve it. When the issue is fixed, move the ticket to Resolved and set its status to resolved.
5. Add follow‑up tasks if the resolution requires later action — for example, "Confirm fix held after 7 days."

A worked example

Summit Operations asks for reporting access. You would:

1. Create a ticket titled "Dashboard access and reporting request," attached to Summit Operations and contact Nora Hill, priority normal, source manual, owned by your success manager.
2. Move it to Triage and log a note confirming what access she needs.
3. Log an email activity when you reply with next steps.
4. Once access is granted, move the ticket to Resolved.

Summit's account timeline now shows the whole exchange alongside its deals and activities.

Tips

• Set priority honestly. Because the queue is sorted by priority, marking everything urgent defeats the purpose. Reserve urgent for true emergencies.
• Record the source. Knowing where tickets come from (email, form, manual) helps you spot patterns and improve intake.
• Attach the contact and company. A ticket linked to its account shows up on that account's timeline, giving success and sales full visibility.
• Use "Waiting on Customer" deliberately. It keeps your "In Progress" count meaningful and stops the queue from looking busier than it is.

Troubleshooting

"Ticket title is required." Give the ticket a title and save.

"No ticket pipeline is available" / "No ticket stage is available." Your organization's Support Pipeline or its stages aren't configured. Contact your workspace administrator — tickets require an active Support Pipeline with at least one stage.

A ticket won't move to a stage. Tickets can only use support stages, not deal stages. Choose a stage from the Support Pipeline.

Resolved tickets still show as open. Moving a ticket to the Resolved stage and setting its status to resolved are what remove it from open counts — make sure both reflect completion.