Creating a ticket

Log and track customer requests or issues in Distance, capturing details to manage follow-ups and resolution efficiently.

How to create a Ticket

1. Navigate to the Tickets section in the sidebar.

1. Click Create a Ticket. The next page shows two sections: Create Ticket and Internal.

1. In the Customer section, click Select or create a contact. Use the pop-up to search existing contacts or create a new one.

1. Select the Ticket type.

1. Enter a Ticket title.

1. Add Ticket details. Formatting options include bold, italic, underline, strikethrough, numbered lists, and bullet lists.

1. Click Attach files (Optional) to include supporting documents.

2. In the Internal section:

• Select Stage (To do, In progress, Done, Archived).

• Select Priority (Low, Medium, High, Urgent).

• Choose Start Date and End Date if needed.

• Assign the ticket by clicking + Add member.

1. Click Create ticket on the upper-right side of the page to save.

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Ticket types

• Service request - For logging customer service requests such as scheduling or inquiries.

• Customer support - For resolving complaints, troubleshooting, or providing additional information.

• Other - For inquiries or tasks that don’t fit the above categories.

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Ticket pipeline (Stages)

Tickets move through stages to track progress:

• To do - Tickets awaiting action or prioritization.

• In progress - Tickets currently being worked on.

• Done - Tickets successfully resolved and completed.

• Archived - Tickets stored for reference, with no further action required.