Help a client create and follow support tickets
Explain ticket creation, replies, attachments and status updates. 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.
Where to goClient portal → Support
Before you startThe screen or action may be hidden when your role lacks permission, the related module is inactive, or a required setting has not been configured. Ask an administrator to review access rather than using another person’s account.
What you’ll accomplish
Explain ticket creation, replies, attachments and status updates. Britixo CRM keeps the result connected to the relevant customer, staff member and operational history where the feature supports those relationships. That connection is important for search, reporting, client portal visibility and future automation.
Follow these steps
- Start from Client portal → Support and open the relevant record or view.
- Verify that the record is in the correct status and that you have permission to perform the action.
- Check the related customer, dates, amounts, recipients and attachments before continuing.
- Select the action described by “Help a client create and follow support tickets” and complete the displayed options.
- Preview client-facing content or the resulting document where Britixo CRM provides a preview.
- Verify the action and wait for the success message before leaving the page.
- Check the activity timeline, status, email queue, gateway or generated record to verify the outcome.
Fields and decisions to review
Customer contact or emailCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.
DepartmentCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.
ServiceCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.
PriorityCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.
SubjectCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.
Message and attachmentsCheck this value against the source record before saving. If the field is optional and no verified value is available, leave it blank rather than entering placeholder data.
Checks before you finish
- Avoid exposing private notes to the customer.
- Use the correct department and status.
- Check attachments before sending.
- Check whether the result should be visible to a customer contact or only to staff.
- Confirm the final status, activity entry, generated document or notification before leaving the record.
Permission and data safetyDeletion, refunds, signature clearing, module changes, payment configuration and privacy actions can affect linked records or legal history. Use the least destructive action available and follow your organisation’s approval process.
Continue with related guidance
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