Tickets

The Tickets module is the heart of service operations in GEMS CRM — where every customer issue, request, or inquiry lives from the moment it’s created until it’s closed, complete with SLA tracking, full interaction history, and flexible relationships to other tickets and tasks.

Where Tickets Come From

Tickets can originate from several channels, all feeding into the same unified record:

• Manual – an agent creates one directly via + New
• Email – an inbound message to a configured service channel automatically creates a ticket
• Phone – logged via telephony integration
• Website – a web form submission
• Social Media – LinkedIn, WhatsApp, or Facebook, via integration
• Other – chat, portal, or API

Tickets List View

What You’ll See

• Counters – Total, My Tickets, Completed, Closed
• Filter Dropdowns – Status, Priority, Owner
• Search Bar – by Ticket ID, Subject, Account, or Contact
• Tickets Grid – core details for every ticket

Grid Columns

Column	Description
Ticket ID	Unique, system-generated reference — the primary reference used across every related tab
Subject	The ticket’s title
Status	Open, In Progress, Waiting for Customer, Completed, or Closed
Priority	Low, Normal, High, or Critical
Owner	The assigned agent
Service/Support Team	Based on the assigned team
Account / Contact	The linked customer and contact
Source	Manual, Email, Phone, Website, etc.
Reported On	Creation date and time

Toolbar Actions

• New Ticket, Refresh, Column Settings, Filter, Sort, Reset, Actions (Export, Print Preview, Mass Delete)

Creating a Ticket

• Subject – the only mandatory field
• Account and Contact auto-populate each other: pick an Account and its primary Contact fills in, or pick a Contact and its linked Account fills in
• Description – optional, multi-line
• Priority – Low, Normal, High, or Critical; defaults to Normal, and directly drives SLA calculation
• Owner – defaults to you, but can be reassigned to any agent
• Status is fixed to Open at creation and can’t be changed on this form

On Save, the ticket is created, an SLA timeline is generated, and you’re taken straight to the Overview.

Ticket Overview & Tabs

Once created, a ticket opens into ten tabs, read-only by default with a deliberate switch into Edit mode for changes.

Overview Tab

• Everything is editable except Ticket ID and the entire Customer Information section (Account Name, Customer Email, Contact Name, Contact Email, Contact Phone) — that stays read-only for every role, always
• Ticket Category and Resolution Category are hierarchical: the Level 2 dropdown only activates once Level 1 is chosen, and Level 3 only after Level 2

Good to Know

• Changing Status to Waiting for Customer pauses all SLA timers; moving back to In Progress resumes them with remaining time preserved
• Changing Priority triggers an immediate SLA recalculation based on the new priority’s policy
• Once Status = Closed, the ticket becomes fully read-only — no edits, no new interactions, for any role

Interaction Tab

Covers Email, Phone, and Meetings.

• Compose Email opens a composer with From/To pre-filled and your signature added below the body automatically
• The Template button shows only templates with Object = Ticket that are assigned to your role — selecting one populates the Subject and Body
• Send logs the message under Email Interactions; Save as Draft stores it separately in Email Drafts, editable and sendable later
• Draft emails move to the main Email Interactions list the moment they’re sent

Good to Know

• If the ticket is Closed or Completed, Compose Email and Schedule Call are disabled or hidden entirely

Notes Tab

Free-text internal comments — never visible to customers or the external portal, regardless of ticket status.

• Every role can view notes; only CUD roles (Admin, Consultant) can add, edit, or delete them
• Shown newest-first, each stamped with author and timestamp

Tasks Tab

• Add Task shows predefined tasks from any matching Task Plan (based on Task Allocation conditions) — if nothing matches, you’ll see “No tasks available”
• New creates a manual task that appears both here and in the global Task module, linked back to this ticket

Attachments Tab

Split into two categories:

• Manual Attachments – files you upload directly, up to 60 MB (PDF, DOCX, XLSX, JPG, PNG, MP4), each requiring a category (Screenshots, Logs, RCA, Invoice, Technical Document, Approval Document)
• Interaction Attachments – files automatically captured from customer emails or chats; these show File Name, Received From, Date Received, Size, and a Download action, but can never be manually uploaded or deleted — only viewed

Related People Tab

A fully automatic, read-only grid — never manually maintained. It’s built from two sources:

• Contacts linked to the ticket’s Account
• Service team members from your organization structure, based on the ticket’s organization/BU/region

Columns include Name, Function, Person Role, Country, Region, Organisation/BU, SC, and Channels. The grid refreshes automatically if the ticket’s Account changes and is saved.

Sub-Tickets Tab

Create and manage child tickets linked to this one.

• New opens the same Create Ticket form, and on save the new ticket is automatically linked as a sub-ticket of the current one
• A sub-ticket is fully independent — its own Status, Priority, Owner, SLA, interactions, notes, and tasks — and can be completed or closed on its own schedule
• Opening a sub-ticket shows the parent ticket in its own Tickets tab, so you can navigate back up

Related Tickets Tab

A peer-to-peer relationship between existing tickets, purely for reference and navigation.

• Link Ticket opens a lookup where you search by Ticket ID, Subject, Account, Contact, or Owner, then select one or more tickets to link
• The relationship is bidirectional — the linked ticket shows this one in its own Related Tickets tab too
• Removing a link doesn’t delete either ticket; it just removes the cross-reference

Good to Know

• A ticket can never be linked to itself, and duplicate links between the same two tickets aren’t allowed
• Each linked ticket stays completely independent — updates to one never affect the other

Document Flow Tab

A visual, card-based map of everything connected to this ticket — the main ticket as the root, plus linked tickets, sub-tickets, and tasks as connected cards, with directional indicators showing the lineage. Every card is clickable, taking you to that object’s own record.

This tab is always read-only, since it’s system-derived from actual relationships rather than manual input. If nothing’s connected yet, you’ll see an empty state.

Change History Tab

A complete, read-only audit trail of every field-level change made across the ticket — Overview, Interactions, Notes, Tasks, Attachments, and more. Always read-only in both View and Edit mode, and shown most-recent-first.

SLA Logic

Every ticket runs on four SLA timers from the moment it’s created:

Due Date	What It Tracks
Due Initial Review	Deadline for the first review of the ticket
Due Initial Response	Deadline for the first public reply to the customer
Due Resolution	Deadline to resolve (Status → Completed)
Due Completion	Deadline to close (Status → Closed)

How Timers Respond to Status Changes

Event	Effect
Ticket Created	All timers start
Status → Waiting for Customer	All active timers pause
Status → In Progress (from Waiting)	Timers resume with remaining time preserved
Status → Completed	All timers stop; Resolved On timestamp generated
Status → Closed	Ticket becomes fully read-only
Priority Changed	All due dates recalculate based on the new priority’s SLA policy
Breach Detected	A breach indicator is set and timestamped

Extending Ticket Information

Two configuration tools let admins extend what a ticket can capture, without any code deployment.

Enum Maintenance

Lets you tune the allowed values in existing dropdowns like Status, Priority, or Source.

• Standard values can be deactivated but never deleted
• Custom values follow a three-step lifecycle: Add (Pending) → Save (persisted but not live) → Activate (now live in dropdowns)
• Only Active values ever appear in a dropdown; deactivating one doesn’t touch existing records that already used it
• A Custom value can only be deleted if it’s not referenced anywhere in the system

Custom Fields

Lets you add entirely new fields to Ticket Information.

• Set a Field Label (API name auto-generates from it) and a Field Type (Text, Number, Date, Dropdown, Lookup, etc.)
• For Dropdown fields, you can bind a Linked Picklist — an Enum you define separately, following the same Add → Save → Activate lifecycle
• Configure behavioral flags: Required, Searchable, Indexed, Read-only, Unique
• Once saved, the field automatically appears on the Ticket Information form, respecting whatever validation rules you configured

Good to Know

• Deactivating a custom field hides it from new edits but never removes data already stored on existing records
• Every change to enums or custom fields — create, update, activate, deactivate — is written to the configuration audit log