How it Works

The Lime Helpdesk addon adds simple ticketing and helpdesk support for Lime CRM.

It works by the users either manually adding tickets directly in Lime CRM or dragging'n'dropping emails into the ticket tab in the main list or in any inspector where it is visible.

The helpdesk add-on works in the web client, but simpler. There are no shortcuts to begin or finish a ticket and it's not possible to create tickets from drag'n'drop.

Workflow

The supported workflows in the helpdesk addon are simplified versions of ticket handling, and are intended to support a general workflow and be expanded upon depending on needs.

All users can report a ticket and as long as noone has started working on it, it will have the status 1. Reported. This is to make it possible to create filters that react to tickets where the 1. Reported time is further away than X time and the status has not progressed to either 2. Started or 3. Done.

Workflow example

Example 1. Ticket reported by sales user not actively solving tickets.

  1. Sales user receives email or talks with client.
  2. Sales user creates a ticket in Lime CRM Helpdesk Addon. This ticket will get the status 1. Reported
  3. Service user sees the new ticket in the filter or through an InfoTiles
  4. Service user opens and starts the ticket
  5. Service user communicates with client through either phone and/or email while logging information as history notes.
  6. Service user marks ticket as done once it's resolved.

Example 2. Ticket reported by service user and finished right away (First call solution)

  1. Service user receives call/email from client.
  2. Service user creates ticket in Lime CRM Helpdesk addon.
  3. Service user solves the ticket right away going straight from status 1. Reported to status 3. Done
  4. Lime automatically sets started and done date to the same. This indicates that the ticket was solved the moment it was picket up by the service user.