Customer Tickets
There are two new kinds of tickets now available in 2025.4 and later versions. End users will access this from the Customer overview screen on the CRM tab. Approvers and Users will also be able to access reports with lists of tickets from Advertising -> Customers menu as well as Accounts Receivable -> Customers menu
This routes a request to another user. It is used for anything that the originating user lacks permissions to do for themselves
CRM Account overview -> New Ticket
Uses Customizable Workflows based on Ticket Type
CLIENT TICKETS DASHBOARD Advertising -> Customer Menu and A/R -> Customer Menu
Upon final approval, this will auto-set one or more fields, including updating the credit limit to the requested amount
CRM Account overview -> New Credit Request
Has a standard workflow stages, with definable approval tiers.
CREDIT REQUESTS DASHBOARD Advertising -> Customer Menu and A/R -> Customer Menu
Client Account Tickets
Again, client account tickets are able to be used for anything customer-related that an originating user might not have permission to do for themselves. A sales user may use this to request to finance that they merge some duplicate accounts, or perhaps the sales user learned that the customer is moving and the billing address needs to be updated. Depending upon the permissions that sales user has within the system, they may or may not be permitted to complete those tasks on their own.
For each ticket type that you define in Client Account Tickets, you can set the individual steps that are available in that workflow. For example, you might have Open, Under Review, More Information Required, Completed. Each Ticket Team who might touch that type of ticket needs to be set up so that the system knows which of the defined stages that ticket team has permission to access. Back to the original example of a sales person needing Finance to merge duplicate accounts for them. The sales user may only see the "Open" stage, where the finance person might be allowed to update the ticket with the other 3 stages.
Here is a workflow overview should it be helpful for visualizing Client Account Tickets. (It's a bit of an eye chart, but click the 
in the top right corner to expand to full screen and be able to zoom in)
For Client account tickets follow these steps to setup:
Navigate to Setup -> Advertising -> Ticket Workflow Setup. This will take you to the Master Ticket Workflow setup. If you are already using Campaign Tickets, you may not need to do anything here, but it is good to confirm that the master ticket workflow stages are as desired. If you are not already using tickets, see Documentation HERE to learn how to set up the Master Ticket Workflow.
Next, go to the next node of the navigation tree: Ticket Type Workflows and create a new Ticket Workflow (you may share with Campaign Tickets if the stages are the same between the different kinds of tickets). Each stage in the workflow should be linked to a master workflow. This allows for reports to be able to show a summary of statuses across different ticket types. If you have not set up Ticket Type workflows before, please see documentation HERE.
In the section Client Account Tickets, select Ticket Types. This is where you will define the ticket types that the user will see in the ticket type dropdown when creating a customer account ticket. In the white boxes, enter an ID, a description, and select the workflow from the dropdown. Optionally, select a custom data form from the dropdown if the ticket requires a custom data form. Click the plus sign to add the ticket type to the list and repeat as needed for additional ticket types. In the future, should a ticket type no longer be needed, the inactive box can be checked. Don't forget to scroll down and save to save any additions or changes.
Next, select the Ticket Workflow Routing node. This is where the rules will be established defining the statuses that users see and who the ticket will be assigned to. As desired, select a Ticket Type, and optionally a Client Type and/or Team Owner. The hierarchy the system uses to determine which rules to follow is:
Matches Ticket type, Client Type AND Ticket Team - if a match is found here, it will be used. Otherwise, the system will look to b, then c, then d.
Matches Ticket Type and Ticket Team
Matches Ticket Type and Client Type
Matches Ticket Type only
This is similar to the campaign tickets workflow except there step C was Product Group rather than Client type.
For convenience, there is a handy link to visualize what has already been setup. Click the link "View Existing Rules" to see a grid with configured Ticket Types, Client Types and Team Owners. Click the pencil icon in the first column to open that workflow for editing.
With the data loaded, the user can edit existing routing rules, or if a new Ticket type, Client Type and/or Team owner combination was selected above, the use can click Get Data and the steps available per the workflow chosen for the ticket type will be displayed.
For the given Ticket Type, Client Type and/or Team own combination, select the workflow stages (checkbox in the first column) that should be available to the user based on their Ticket Team. For example, if this is a request to update address information made by a sales person who doesn't have access to Name Maintenance, when the Team Owner is Sales, perhaps "Pending" and "Cancelled" might be the only statuses they can see. Whereas if the user's team is Finance, perhaps they can access, "Under Review, More Info Require, and Completed if they are the ones who will actually be completing the tasks.
For any selected Status, a Route to Type should be selected. Options here are Assigned to User and/or Team, or Ticket Owner and/or Team. If Assigned to User and/Or team is selected, then the Route to user and/or Route to Team columns should be filled in so the system knows who to route it to. If the Route to Type is Ticket owner and/or Team, then at that stage the ticket will be assigned back to the creating user.
Don't forget to scroll to the bottom of the page and click save to save the setup.
For workflows that were created in error, the delete button can be used to delete the workflow.
Credit Request Tickets
Credit Request Tickets are specialized Customer tickets whose primary objective is to change the credit limit on the account. Additional automations are also available upon approval, as described in the Ticket Workflow Routing below.
Here is a workflow overview should it be helpful for visualizing Credit Request Tickets. (It's a bit of an eye chart, but click the in the top right corner to expand to full screen and be able to zoom in)
For Credit / Approval Tickets follow these steps
If you aren't already in Ticket Setup area, Select Setup -> Advertising Setup -> Ticket Type Setup
In the section Client Account Credit / Approval tickets along the left side, select Ticket Types. This is where you will define the ticket types that the user will see in the ticket type dropdown when creating a new credit Request. In the white boxes, enter an ID and a description. Optionally, select a custom data form from the dropdown if the ticket requires a custom data form. Click the plus sign to add the ticket type to the list and repeat as needed for additional ticket types. In the future, should a ticket type no longer be needed, the inactive box can be checked. Don't forget to scroll down and save to save any additions or changes.
Next, select the Ticket Workflow Routing node. This is where the rules will be established defining to whom the ticket will be routed. As desired, select a Ticket Type, and optionally a Client Type and/or Team Owner. The hierarchy the system uses to determine which rules to follow is:
Matches Ticket type, Client Type AND Ticket Team - if a match is found here, it will be used. Otherwise, the system will look to b, then c, then d.
Matches Ticket Type and Ticket Team
Matches Ticket Type and Client Type
Matches Ticket Type only
This is similar to the campaign tickets workflow except there step C was Product Group rather than Client type.
For convenience, there is a handy link to visualize what has already been setup. Click the link "View Existing Rules" to see a grid with configured Ticket Types, Client Types and Team Owners. Click the pencil icon in the first column to open that workflow for editing
With the data loaded, the user can edit existing rules; or if a new Ticket type, Client Type and/or Team owner combination was selected previously the use can click Get Data and start adding escalation rules in the next section
Approval Escalation rules dictate for any given amount of credit limit, who should be permitted to approve the request. In the below example, up to $1,000 of credit limit, the system will attempt Auto-Approval, unless one of the requirements for auto-approval is not met. (see #7 below). If unable to approve, then the request will be directed to Sally. From 1,000 up to 30,000 - Sally or anyone on the Managers Team will be notified From 30,000 up to 100,000 - The request must first be approved by Sherri (or someone on Sales Team B) plus Sally (or someone on the Managers team and beyond 100,000 the approval must go to Kelly or the super powers team.
Auto approval will be blocked if any of the below conditions are enabled and are met on the account
Stop Auto-Approval if there are no Statement Contacts - If set to yes, the request will not be auto-approved if there is no statement contact present on the account (the user creating the request is able to see if there is a statement contact when creating the request)
Stop Auto-Approval if there is no Statement Contact with an Email Address - If there is a statement contact, but that contact is missing an email address, setting this to yes will prevent auto-approval of the credit limit request (again, the user creating the request is able to see if there is a statement contact email address when creating the request)
Stop Auto-Approval if any Potential Duplicates Found - if there are potential duplicate accounts found for the account requesting additional credit, and this is set to yes, then the request cannot be auto-approved.
Stop Auto-Approval if this Account is in one of these Industries - for certain sensitive industries, it may be desirable to not allow for auto-approval of credit limits, and instead have a person manually review the request.
Automatic Actions after approval - once the credit limit increase has been approved - whether that is done automatically or by a person, there may be certain actions that the system should do.
Notify Ticket Owner / Requestor via Email - once approved, the user originating the request will be notified via email if this is set to yes
Send Email to Statement Contact(s) - if this is set to yes, once approved, the statement contact on the account may receive and email letting them know that their credit request has been approved
Email Template to Send Statement Contact(s) - if the above is set to yes, then the setup user should select a template here to the system knows what to say in the email. These templates are the same templates used in Collection Letters, so a prerequisite to doing this will be to set up a letter template for this purpose.
Approve Account (if not already Approved) - if the account is still in a pending state, setting this to yes, will approve the account
Set Account to not Require Prepayment - it is possible that before establishing a credit limit, the customer was set to require prepayment. If set to yes, the prepay required setting will be removed and the client will be allowed to be billed.
Set Credit Limit to Requested Value - most likely this will always be set to yes - it is kinda the whole point of this ticket 😄 But if for some reason you do not want the system to set the desired credit limit to be the new credit limit value upon approval - go ahead and leave it at no.
Attempt to Confirm any orders in these Status(es) - if any reserved orders should be automatically confirmed once the credit limit is approved, then select which reserved statuses should be approved. (Note - this is not a guarantee it will be approved - the orders may have other reasons it can't be approved, like the client requires PO Number, or the inventory is no longer available.)
Change / Set the Client Type on the Account - If, upon approval, the customer should be given a different client type, select the client type here.
Don't forget to scroll to the bottom of the page and click save to save the setup.
For workflows that were created in error, the delete button can be used to delete the workflow.
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