Tickets
Tickets are created for all line items on orders and for support questions. There are different types of tickets: Ad, Service, Editorial, Digital Media, and Support. Each type has different features to help your team deliver the goods and services sold by your team. You can use tickets to assign tasks, keep track of assets, communicate with customers, and mark when items are complete. Tickets are also used in projects for time tracking and revenue recognition.
Customize status names and colors.
Set reminders when based on status.
Determine who is auto-assigned tickets based on product.
Set up automation workflows for ticket assignments and updates.
The ticket module can function differently for each customer based on system configurations. Here are all the configurations you may want to review before using the system. All of our help documents will give you an overview of how the system works, but you may need to consult support for specific workflow issues based on your configurations and can use our guided walk-throughs for step-by-step direction.
You can alert user(s) any item a line item is changed for a specific product without having the user tied to the ticket. The notification allows the system to alert multiple people in your organization when things are changing, including prices, notes, or even canceled items. Whenever an item is changed, the system adds any users entered into the Change Notification field to the list of users getting the line item update notifications.
Important
In order to take advantage of this notification field, you must enable the Send Line Item Updated Email configuration.
You will find the field when you edit a publication, service, slot, or impression product.
When a user has entered the change notification field, that user will receive an email as soon as a line item with that product is updated. The email will also go to the ticket owner.
For example, I have a user tied to a slot newsletter in the Change Notification field. I edited a line item to change the price and deleted another line item, both of which were for the slot product.
Below is an example of the email the user will receive:
Below are items we recommend setting up before using tickets:
Ticket assignments and notification on products