How to Create a Ticket in Gridlex Zip

Follow the below steps to create a ticket in Gridlex Zip.

Step 1: Log in to your Gridlex App Suite account and click the "Add Ticket" option under the Zip tab.

Step 2: Choose a ticket template from the drop-down or create a new Ticket Template.

Step 3: Select the inbox from which you want to create the ticket.

Note: In the Gridlex app suite, you can create shared inboxes for various purposes, this allows users to send and have access to all emails related to a specific criteria all in one place. For instance, you create an inbox for leads, and whenever there’s an inbound lead lands in this inbox, everyone who has access to this inbox will be able to see the email. For any internal discussions related to leads, users will send them to this inbox.

Step 4: Select the email address from which you want to create the ticket.

Note: A shared inbox can have a number of email IDs. You can select an email ID based on your requirement.

Step 5: Add the email address to which you want to send the ticket.

Note: If you do not want to send an email to the contact, in this case, itsupport@zolan.com, you can uncheck the checkbox “Send email to Contacts”, by default, this option is enabled.

Step 6: Now, choose your message template and message snippets according to your preference.

Step 7: Add the ticket/email subject and description.

Note: If you choose a message template, the ticket subject and description will be automatically added, but you can still edit them.

Step 8: Select the ticket status, priority, and label using the dropdowns.

Note: If you are raising a ticket on behalf of a customer, you can select the channel from which you received the customer’s issue/inquiry.

Step 9: Assign teams/units you want to work on the ticket by selecting them from the dropdown.

Step 10: You can also assign a user to the ticket. To do so, search the user’s name and click “Assign.”

Note: Unlike units, you can only assign a single user to a ticket.

Step 11: 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 12: Similarly, you can associate the ticket with any other organization by searching the organization name, ID, address, or any other details and clicking “Associate.”

Step 13: 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.”

Step 14: If this ticket is related to a contract, you can associate it here by searching the contract name and clicking “Associate.”

Step 15: 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.

How to Access Ticket Communications in Gridlex Zip?

Follow the below steps to access ticket communications in Gridlex Zip.

Step 1: Log in to your Gridlex App Suite account and click the "Tickets" option under the Zip tab.

Step 2: Click on the ticket ID or ticket subject of the ticket you want to view communications for.

Step 3: Hover over the “Communication” tab and click “New Conversation” to start a new email thread.

Note: If you want to view all the previous email threads, click the “Communications” tab. You can reply to or forward emails according to your requirements. Refer to the screenshot below for more information.

Step 4: Now you can draft your email, and once done, click “Send.”

Note: While drafting your email, make sure you don't change the ticket subject, as changing it will create a new ticket.