Welcome to Gridlex Help

Follow the below steps to convert an email to a ticket in Gridlex App Suite.

Step 1: Log in to your Gridlex App Suite account and click on the "Email" option under the Inbox & Omnichannel tab.

Step 2: Select your preferred inbox and open the email you want to convert to a ticket.

Step 3: Click on “Create Ticket” from the menu bar.

Step 4: Choose the ticket template and fill in all the required details.

Note: Once you click “Create Ticket,” the email subject and description will be automatically added as the ticket subject and description, but you can still make any edits if needed.

Step 5: Choose the ticket status, priority, and labels, and assign units from the dropdowns.

Note: The channel is automatically set to email as we are converting an email to a ticket.

Step 6: You can also assign a user to the ticket. To do so, search the user’s name and click “Assign.”

Step 7: You can associate counterparty organizations by searching for the organization's name, ID, address, or any other details and then clicking “Associate.”

Note: If the ticket you are creating is relevant to a contract you have with an organization, referred to as counterparty organization here, you can add them in this field.

Step 8: Similarly, you can associate the ticket with any other organizations by searching the organization name, ID, address, or any other details and clicking “Associate.”

Note: Organizations that are associated with the email will be auto-associated.

Step 9: You can also associate contacts from the CRM to the ticket by searching the contact name, ID, phone number, or any other details and clicking “Associate.”

Note: Contacts that are associated with the email will be auto-associated.

Step 10: If this ticket is related to a contract, you can associate it here by searching the contract name and clicking “Associate.”

Step 11: If you have any attachments, upload them, then click “Add Ticket.”

Your ticket has been created, and you can view and track it under the “Tickets” tab.

Step 12: To directly view this ticket from the email, go to the email thread and click on the “Associations” tab.

Step 13: Scroll down to the “Associate Tickets” section. Here, you will see all the tickets associated with the email.