# Ticket

## Overview

Use **Ticket** when an existing **client** (not just a lead) calls with a request, complaint, or issue. Tickets are routed to the **Customer Service (CS)** team.

> ⚠️ **Important:** The caller must have a **Client Profile** in the system for a ticket to be created. If they only exist as a lead (no client profile), the ticket option will not be available for them.

[![image.png](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-06/scaled-1680-/04mimage.png)](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-06/04mimage.png)

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## How to Open a Ticket

1. Go to **Call Center → Ticket**.
2. Enter the caller's **mobile number** to search for their client profile.
3. Select the correct client from the results.
4. Fill in the ticket details:

<table id="bkmrk-field-description-co"><thead><tr><th>Field</th><th>Description</th></tr></thead><tbody><tr><td>**Communication Method**</td><td>How the client contacted us (e.g., phone call).</td></tr><tr><td>**Call Date**</td><td>Date of the call.</td></tr><tr><td>**Delivery Judgement Date**</td><td>Expected or relevant delivery date, if applicable.</td></tr><tr><td>**Ticket Content**</td><td>Description of the client's request or complaint.</td></tr><tr><td>**Ticket Type**</td><td>Category of the ticket (e.g., complaint, inquiry, request).</td></tr><tr><td>**Tag**</td><td>Tag to label the ticket for filtering.</td></tr><tr><td>**Branches**</td><td>The branch this ticket is associated with.</td></tr><tr><td>**Type**</td><td>If the client has a purchased unit, select the project and unit to link the ticket to it.</td></tr></tbody></table>

5. Click **Add** — the ticket is sent to the **Customer Service** module.

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## Key Things to Know

- Tickets are handled by the **CS team** — the call center only creates them.
- The call center agent's job ends after submitting the ticket.
- If the mobile number search returns no client profile (only a lead), a ticket **cannot** be created — the caller must first have a completed client profile.
- Use the **Type** field to link the ticket to a specific unit if the client has a purchased property.