Ticketing and helpdesk

Ticketing gives your tenant a helpdesk inside EDGE Sword. Support agents work queues, SLAs, and resolutions while viewing the same companies, contacts, and interaction history as sales — no context switching to a separate tool.

Enable ticketing

1. Open Settings → Modules and enable Ticketing.
2. Assign ticket permissions to support roles (read, create, update, assign — exact keys depend on your workspace RBAC).
3. Configure categories, priorities, or custom fields under Configuration if your process requires them.

Please note:

• Ticketing must be enabled under Configure your workspace before the module appears in the sidebar.
• Ticket permissions are separate from CRM access — assign ticket read, create, and update through roles, permissions, and RBAC.

Create and triage a ticket

1. Open Ticketing from the Engagement group.
2. Select New ticket or convert an inbound request from email or a form (when integrated).
3. Enter subject, description, requester, and priority.
4. Link the ticket to a company or contact when known.
5. Assign an agent or queue and set status to open.

Ticket lifecycle

Status	Meaning	Agent action
Open	New or awaiting first response	Acknowledge and investigate
Pending	Waiting on customer	Send update; set follow-up reminder
In progress	Agent actively working	Log interactions on the ticket
Resolved	Fix delivered	Confirm with customer
Closed	No further action	Archive; retain for reporting

stateDiagram-v2
  [*] --> Open
  Open --> InProgress : Assign agent
  InProgress --> Pending : Need customer input
  Pending --> InProgress : Customer replies
  InProgress --> Resolved : Fix applied
  Resolved --> Closed : Confirmed
  Resolved --> Open : Reopened
  Closed --> [*]

Work with CRM context

• Open the linked company or deal from the ticket sidebar to see prior sales conversations.
• Log Interactions on the ticket so escalations show a complete thread.
• Use internal notes for agent-only details; use public replies for customer-visible updates when your workflow supports them.

Operations tips

• Define SLAs by priority in your playbook even if tracking is manual at first.
• Review open ticket aging weekly — tickets stuck in Pending often need a proactive nudge.
• Restrict close permissions if agents tend to close before customers confirm resolution.
• Connect high-value account tickets to account owners in Companies for executive visibility.

Ticketing shares the tenant permission model with the rest of EDGE Sword — agents only see queues and records their roles allow.