Tutorial 11

Adding a Ticket in Sage SalesLogix

Tickets are records of customer inquiries or complaints. They can contain the information necessary to report, investigate, and close an inquiry or problem. Before you add a ticket, the account and contact must exist in SalesLogix.

Our scenario:

Joan Smith at Beacon Motors called. She is having a problem with one of their modems. You need to create a ticket to work on the problem.

To add a ticket in Sage SalesLogix

1. On the toolbar, click Insert New Ticket.
   If you have set the option to display account service information, then the Account Service Information dialog box displays before the new ticket can be created.
   • If the Account Service Information dialog box appears, continue with Step 2. The Account Service Information dialog box provides service information for the account, contact, and/or contract associated with the ticket.
   • If the Insert New Ticket dialog box appears, skip to Step 7.
2. In the Account box, click the Find button to locate the account.
3. In the Lookup Account dialog box, find Beacon Motors, and then click OK.
4. In the Select Contact area, click the name of the contact who is reporting the problem associated with this ticket (Joan Smith).
5. In the Select Active Contract area, select the contract that the ticket will be associated with.
6. Click Next.
7. In the Insert New Ticket dialog box, click the List button in the Area box.
8. In the Select Area - Category - Issue dialog box, select Hardware under Area, Modem under Category, and then click OK.
9. In the Source box, click the Ellipses button, and then double-click Phone.
10. In the Subject box, type a short summary of the problem.
    By default, the Details area is shown in the center of the Insert New Ticket dialog box.
11. In the Description box, type detailed information for the problem.
    If you need more space for the description, click the Description label lookup and use the Description Comments dialog box for additional text.
12. To add notes about the ticket, in the Internal Only box, type additional information that is important to the ticket.
    If you need more space for comments, click the Internal Only label lookup and use the Internal Comments dialog box for additional text.
13. If the new ticket requires an attachment, click Attach to add a file or URL to the ticket.
14. Click OK to save.

If the ticket cannot be resolved during the first phone call, you may need to reopen and work on the ticket at a later time. When this happens, you should punch in and out of the ticket so that SalesLogix can track the time you spent working on the problem.

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