Convert an email into a CRM ticket

Follow this guide to create core support ticket. The guide then takes you through the correct route, the checks to complete before making changes, the workflow in order, and the evidence to review afterwards.

What you’ll accomplish

Create core support ticket. The workflow below follows the supported application or module flow and does not invent a menu or bypass validation.

Follow these steps

1. Go to the exact navigation path shown above.
2. Select the authorised mailbox, message or configuration record.
3. Complete the fields or action described in this guide.
4. Save or submit once, then verify the resulting status and related record.

Fields and options to review

• Subject
• Message
• Sender email/name
• Department
• Service
• Priority
• Status
• Assigned
• Include attachments

Rules the system enforces

• Collects subject, message, sender email/name, department, service, priority, status, assigned.
• No customer/contact selected in this conversion path.
• Optional attachments, conversion log, redirect.

How to confirm it worked

• The requested Mailbox Exchange record is updated through the supported controller and remains attributable to the acting staff member.

Security, audit and troubleshooting checks

• Use the exact authorised account, role and record before saving or sending.
• Verify the saved status and downstream record; a browser success message alone is not sufficient evidence.
• Never expose passwords, API keys, access tokens, protected attachments or raw server paths in support tickets.
• Do not edit module or core database records directly to bypass validation, permissions, migrations or state rules.

Continue with related guidance