How to Create a Internal Support Ticket in Zoho CRM Issue Tracker
Learn how to log technical issues, associate related records, assign priority, and notify colleagues using the Issue Tracker module in Zoho CRM.
This guide explains how to properly log a new internal support issue using the Issue Tracker module in Zoho CRM. By carefully categorizing the problem we can track all issues, ensure timely resolutions and monitor patterns to prevent future problems.
Navigating to the Issue Tracker
Filling Out the Ticket Form
When creating your ticket, you may need to categorize the root request. Here are the common ticket types and their purposes:
Ticket Type | Description |
|---|---|
Problem | Used for unexpected bugs, errors, or broken functionality. |
Feature Request | Used when a user requests a new capability or enhancement. |
Question | Used for general inquiries or clarification on how to use a feature. |
Linking Related Records
Associating your ticket with existing CRM records keeps your data unified and prevents informational silos.
Attachments and Saving
Collaborating on a Ticket
Once a ticket is saved, you can pull other team members into the conversation without leaving the CRM.
@ followed by a colleague's name (e.g., Adam McElwee) to tag them in your note.
Q: Can I attach diagnostic files or screenshots to a new ticket?
A: Yes, scroll to the bottom of the ticket creation form and click "Choose file" to upload documents directly from your device or from cloud providers like Zoho WorkDrive.
Q: How do I notify a specific team member that a ticket needs their attention?
A: After saving the ticket, go to the Notes section of the record. Type the "@" symbol followed by the person's name to mention them, which will immediately send them an alert.