Tickets

Pelcro provides a built-in ticketing system that allows you to track, manage, and resolve customer support requests efficiently. Tickets can be created from the main Tickets page or directly from a specific customer profile.

Overview

The Tickets feature helps you:

• Create and manage support requests
• Assign tickets to collaborators (team members)
• Track ticket status (New, Active, Pending, Completed)
• View and manage tickets globally or per customer

You can access tickets from:

• The Tickets page (global view of all tickets)
• A Customer profile (tickets related to a specific customer)

How it works

• Tickets are created to track customer issues or requests

• Each ticket includes details such as:

  • Subject
  • Status
  • Reason
  • Assigned collaborator
  • Description

• Tickets can be:

  • Assigned to collaborators
  • Updated as they progress
  • Marked as completed once resolved

• Tickets created from a customer profile are automatically linked to that customer

Creating a Ticket (from Tickets page)

• On the sidebar, go to Tickets
• Click + Add Ticket
• Fill in the ticket details (see fields below)
• Click Create Ticket

Creating a Ticket (from Customer profile)

• Open the Customer Profile
• Navigate to the Tickets tab
• Click + Add Ticket
• Fill in the ticket details
• Click Create Ticket

The ticket will automatically be linked to that customer and visible in both:

• The customer’s Tickets tab
• The global Tickets page

Ticket Fields

When creating a ticket, you will be asked to fill in the following fields:

• Subject*

  • A short title describing the issue

• Status*

  • Select the ticket status (e.g., New, Active, Pending, Completed)

• Source*

  • Indicates where the ticket originated (e.g., Web, Phone, Email)

• Reason*

  • Categorize the issue (e.g., Missed/Damaged issue, Billing, etc.)

• Assigned To

  • Assign the ticket to a collaborator (team member responsible for handling it)

• Description*

  • Provide detailed information about the issue

Managing Tickets

From the Tickets page, you can:

• View all tickets in a table format
• Filter by:
  • Status (New, Active, Pending, Completed)
  • Assignee
• Search tickets by subject, content, or email

Actions

For each ticket, you can:

• Edit the ticket
• Mark it as Complete
• Delete the ticket

Notes

• Assigning tickets ensures clear ownership within your team
• Use statuses to track progress and resolution
• Creating tickets from the customer profile helps keep context tied to the customer