# Customer Service

Track and resolve client issues through tickets assigned to the right team — finance, legal, or operations — and log updates on deliveries, units, and client information.

# Customer Service Module

## Overview

The **Customer Service** module is the central hub for managing all support tickets and internal status updates. It ensures every client inquiry, complaint, or request is tracked, assigned to the right person, and resolved efficiently.

---

## Module Sections

<table id="bkmrk-section-description-"><thead><tr><th>Section</th><th>Description</th></tr></thead><tbody><tr><td>**Tickets**</td><td>Create and manage support tickets for client issues — assign to the relevant team and track until resolved.</td></tr><tr><td>**Delivery Updates**</td><td>Log which units have been delivered or are due for delivery, and track construction milestones.</td></tr><tr><td>**Clients Updates**</td><td>Record changes or updates to a client's personal information or any client-related data.</td></tr><tr><td>**Units Updates**</td><td>Log changes made to a unit's specifications (e.g., space, merging with another unit).</td></tr><tr><td>**Tickets Actions Filter**</td><td>Search and audit the full action history across all tickets.</td></tr><tr><td>**Customer Service Settings**</td><td>Configure ticket types, update types, and ticket visibility rules.</td></tr></tbody></table>

---

## Module Pages

<table id="bkmrk-page-description-tic" style="width:75.119%;height:184.208px;"><thead><tr style="height:30.125px;"><th style="width:37.2293%;height:30.125px;">Page</th><th style="width:62.5924%;height:30.125px;">Description</th></tr></thead><tbody><tr style="height:46.9167px;"><td style="width:37.2293%;height:46.9167px;">**Tickets**</td><td style="width:62.5924%;height:46.9167px;">The main ticket list, fields, statuses, and how to assign tickets.</td></tr><tr style="height:46.9167px;"><td style="width:37.2293%;height:46.9167px;">**Delivery, Clients &amp; Units Updates**</td><td style="width:62.5924%;height:46.9167px;">The three update timelines and their Create forms.</td></tr><tr style="height:30.125px;"><td style="width:37.2293%;height:30.125px;">**Tickets Actions Filter**</td><td style="width:62.5924%;height:30.125px;">Searching and reviewing the full action history of tickets.</td></tr><tr style="height:30.125px;"><td style="width:37.2293%;height:30.125px;">**Customer Service Settings**</td><td style="width:62.5924%;height:30.125px;">Ticket types, update types, and the ticket visibility mode.</td></tr></tbody></table>

# Tickets

## Overview

The **Tickets** screen is used to log and manage client support requests. Any issue a client faces — whether it's a payment delay request, a legal concern, a maintenance issue, or any other type of request — is created here as a ticket, then assigned to the relevant team member to handle and resolve.

> 💡 **Examples of how tickets are used:**
> 
> - A client wants to delay an installment payment → ticket created and assigned to a Finance team member.
> - A client has a contract dispute → ticket assigned to the Legal team.
> - A client has a maintenance complaint → ticket assigned to the relevant operations person.

[![image.png](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/scaled-1680-/image.png)](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/image.png)

---

## What You See

Each ticket row shows the following columns:

<table id="bkmrk-column-description-t"><thead><tr><th>Column</th><th>Description</th></tr></thead><tbody><tr><td>**Ticket Number**</td><td>Unique identifier for the ticket.</td></tr><tr><td>**Name**</td><td>Client's name associated with the ticket.</td></tr><tr><td>**Phone**</td><td>Client's contact phone number.</td></tr><tr><td>**Ticket Type**</td><td>Category of the support request (configured in Customer Service Settings).</td></tr><tr><td>**Related Item**</td><td>The associated property, unit, or project, if any.</td></tr><tr><td>**Communication Method**</td><td>The client's preferred method of communication (e.g., Phone, Email).</td></tr><tr><td>**General Note**</td><td>A description of the issue or request.</td></tr><tr><td>**Ticket Created Date**</td><td>When the ticket was created.</td></tr><tr><td>**Ticket Action Date**</td><td>The date of the last activity or update on the ticket.</td></tr><tr><td>**Creator**</td><td>The user who created the ticket.</td></tr><tr><td>**Assigned to**</td><td>The team member responsible for handling this ticket.</td></tr><tr><td>**Actions**</td><td>Status dropdown, Note, Update, and Delete — see below.</td></tr></tbody></table>

---

## Actions on a Ticket

<table id="bkmrk-action-description-s"><thead><tr><th>Action</th><th>Description</th></tr></thead><tbody><tr><td>**Status dropdown**</td><td>Change the ticket's current state (e.g., Pending, Done, Customer Service Response, Follow Up).</td></tr><tr><td>**Note +**</td><td>Add a note or update to the ticket log.</td></tr><tr><td>**Update**</td><td>Edit the ticket's details.</td></tr><tr><td>**Delete**</td><td>Remove the ticket.</td></tr></tbody></table>

---

## Available Actions (Top Bar)

<table id="bkmrk-button-description-v"><thead><tr><th>Button</th><th>Description</th></tr></thead><tbody><tr><td>**View New Tickets**</td><td>Shows tickets that have not yet been assigned to any user — review and assign them to the appropriate team member.</td></tr><tr><td>**Ticket +**</td><td>Create a new ticket.</td></tr><tr><td>**Export**</td><td>Export the ticket list.</td></tr></tbody></table>

> 💡 **View New Tickets** is the key starting point — any ticket that comes in without an assigned user lands here. From this view, you can assign each ticket to the right person so it gets handled.

---

## Creating a New Ticket

Click **Ticket +** to open the Add New Ticket form. Fill in the fields below, then click **Add**.

### Fields

<div class="overflow-x-auto w-full px-2 mb-6" id="bkmrk-field-required-descr"><table class="min-w-full border-collapse text-sm leading-[1.7] whitespace-normal"><thead class="text-left"><tr><th class="text-text-100 border-b-0.5 border-[hsl(var(--border-300)/0.6)] py-2 pr-4 align-top font-bold" scope="col">Field</th><th class="text-text-100 border-b-0.5 border-[hsl(var(--border-300)/0.6)] py-2 pr-4 align-top font-bold" scope="col">Required</th><th class="text-text-100 border-b-0.5 border-[hsl(var(--border-300)/0.6)] py-2 pr-4 align-top font-bold" scope="col">Description</th></tr></thead><tbody><tr><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">**Mobile**</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">✅</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">The client's mobile number.</td></tr><tr><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">**Communication Method**</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">✅</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">The client's preferred communication method (e.g., Phone, Email).</td></tr><tr><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">**Call Date**</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">Optional</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">The date the client was called or contacted.</td></tr><tr><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">**Delivery Judgement Date**</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">Optional</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">The agreed or expected delivery judgement date.</td></tr><tr><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">**Contract Date**</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">Optional</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">The client's contract date.</td></tr><tr><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">**Ticket Content**</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">Optional</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">Full description of the issue or request.</td></tr><tr><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">**Ticket Type**</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">✅</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">Category of the ticket (configured in Customer Service Settings → Ticket Types).</td></tr><tr><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">**Tag**</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">Optional</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">Tag to label the ticket.</td></tr><tr><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">**Branches**</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">Optional</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">The company branch this ticket is related to.</td></tr><tr><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">**Type**</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">Optional</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">Additional type classification.</td></tr><tr><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">**Files**</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">Optional</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">Attach supporting files.</td></tr><tr><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">**Gallery**</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">Optional</td><td class="border-b-0.5 border-[hsl(var(--border-300)/0.3)] py-2 pr-4 align-top">Attach images.</td></tr></tbody></table>

</div>[![image.png](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/scaled-1680-/o1Jimage.png)](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/o1Jimage.png)

---

## Available Filters

<table id="bkmrk-filter-description-d"><thead><tr><th>Filter</th><th>Description</th></tr></thead><tbody><tr><td>**Date**</td><td>Filter by creation date (From / To).</td></tr><tr><td>**Name**</td><td>Search by client name.</td></tr><tr><td>**Tag**</td><td>Filter by tag.</td></tr><tr><td>**User**</td><td>Filter by assigned user.</td></tr><tr><td>**Unit**</td><td>Filter by related unit.</td></tr><tr><td>**Condition**</td><td>Filter by a condition.</td></tr><tr><td>**Ticket Type**</td><td>Filter by ticket category.</td></tr><tr><td>**Ticket Number**</td><td>Search by ticket number.</td></tr><tr><td>**Project**</td><td>Filter by project.</td></tr></tbody></table>

# Delivery, Clients & Units Updates

## Overview

These three sections let the team log internal status updates, each scoped differently:

<table id="bkmrk-section-purpose-deli"><thead><tr><th>Section</th><th>Purpose</th></tr></thead><tbody><tr><td>**Delivery Updates**</td><td>Log which units have been delivered or reached a construction milestone.</td></tr><tr><td>**Clients Updates**</td><td>Record any change to a client's personal information or client-related data.</td></tr><tr><td>**Units Updates**</td><td>Log any change made to a unit's specifications.</td></tr></tbody></table>

---

## Delivery Updates

Used to track unit handovers to clients — logging which units have been delivered, which are pending, and what's scheduled next.

> 💡 **Example:** Unit A has been handed over to the client, Unit B is scheduled for handover next month — the team logs this to keep a clear record of which units have been delivered and which are still pending.

[![image.png](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/scaled-1680-/X0Pimage.png)](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/X0Pimage.png)

### Timeline View

Each entry shows:

- Posted by / Posted at
- **Project**, **Building**, **Units** affected
- Any attached image
- **Delete** button

Use **Add an Update** (top right) to create a new entry.

### Create Form — Fields

<table id="bkmrk-field-required-descr"><thead><tr><th>Field</th><th>Required</th><th>Description</th></tr></thead><tbody><tr><td>**Title**</td><td>✅</td><td>Title of the update.</td></tr><tr><td>**Content**</td><td>✅</td><td>The update details.</td></tr><tr><td>**Project**</td><td>✅</td><td>The project this update relates to.</td></tr><tr><td>**Type**</td><td>✅</td><td>The delivery update type (configured in Customer Service Settings → Delivery Updates Types).</td></tr><tr><td>**Videos**</td><td>Optional</td><td>Attach a video link.</td></tr><tr><td>**Gallery**</td><td>Optional</td><td>Attach images.</td></tr><tr><td>**Logo**</td><td>Optional</td><td>Attach a logo/image.</td></tr></tbody></table>

[![image.png](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/scaled-1680-/QSgimage.png)](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/QSgimage.png)

### Filters

<table id="bkmrk-filter-description-c"><thead><tr><th>Filter</th><th>Description</th></tr></thead><tbody><tr><td>**Creation Date**</td><td>Filter by date (From / To).</td></tr><tr><td>**Project**</td><td>Filter by project.</td></tr><tr><td>**Building**</td><td>Filter by building.</td></tr><tr><td>**Units**</td><td>Filter by unit.</td></tr><tr><td>**Types**</td><td>Filter by update type.</td></tr></tbody></table>

---

## Clients Updates

Used to record any change or update related to a client's information — for example, a change of address, updated contact details, or any other client-specific data that needs to be logged and communicated.

[![image.png](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/scaled-1680-/VZQimage.png)](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/VZQimage.png)

### Timeline View

Each entry shows the same details as Delivery Updates, plus a **View Files** button to access any attached files.

Use **Add an Update** to create a new entry.

### Create Form — Fields

<table id="bkmrk-field-required-descr-1"><thead><tr><th>Field</th><th>Required</th><th>Description</th></tr></thead><tbody><tr><td>**Title**</td><td>✅</td><td>Title of the update.</td></tr><tr><td>**Content**</td><td>✅</td><td>The update details.</td></tr><tr><td>**Project**</td><td>✅</td><td>The project this client is associated with.</td></tr><tr><td>**Type**</td><td>✅</td><td>The client update type (configured in Customer Service Settings → Client Updates Types).</td></tr><tr><td>**Videos**</td><td>Optional</td><td>Attach a video link.</td></tr><tr><td>**Gallery**</td><td>Optional</td><td>Attach images.</td></tr><tr><td>**Logo**</td><td>Optional</td><td>Attach a logo/image.</td></tr><tr><td>**Files**</td><td>Optional</td><td>Attach supporting files.</td></tr></tbody></table>

[![image.png](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/scaled-1680-/Wr1image.png)](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/Wr1image.png)

### Filters

<table id="bkmrk-filter-description-c-1"><thead><tr><th>Filter</th><th>Description</th></tr></thead><tbody><tr><td>**Creation Date**</td><td>Filter by date (From / To).</td></tr><tr><td>**Project**</td><td>Filter by project.</td></tr><tr><td>**Building**</td><td>Filter by building.</td></tr><tr><td>**Types**</td><td>Filter by update type.</td></tr></tbody></table>

---

## Units Updates

Used to log any change made to a unit's specifications — for example, if the unit's space was modified, or if two units were merged into one. These are unit-specific and tied directly to the unit's full hierarchy (Project → Building → Building Segment → Unit).

> 💡 **Examples:** Unit space was changed, two units were merged, a structural modification was made.

[![image.png](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/scaled-1680-/t93image.png)](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/t93image.png)

### Timeline View

Each entry shows the full unit path (e.g., *Project (Elite Living) &gt; Building (B1) &gt; Building Segment (B01-G-105) &gt; Unit (B01-G-105)*), plus the content, type, **Delete**, and **View Files**.

Use **Add an Update** to create a new entry.

### Create Form — Fields

<table id="bkmrk-field-required-descr-2"><thead><tr><th>Field</th><th>Required</th><th>Description</th></tr></thead><tbody><tr><td>**Title**</td><td>✅</td><td>Title of the update.</td></tr><tr><td>**Content**</td><td>✅</td><td>The update details.</td></tr><tr><td>**Type**</td><td>✅</td><td>The unit update type (configured in Customer Service Settings → Unit Updates Types).</td></tr><tr><td>**Project**</td><td>✅</td><td>The project this unit belongs to.</td></tr><tr><td>**Logo**</td><td>Optional</td><td>Attach a logo/image.</td></tr><tr><td>**Files**</td><td>Optional</td><td>Attach supporting files.</td></tr></tbody></table>

[![image.png](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/scaled-1680-/6WIimage.png)](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/6WIimage.png)

### Filters

<table id="bkmrk-filter-description-u"><thead><tr><th>Filter</th><th>Description</th></tr></thead><tbody><tr><td>**Unit Name**</td><td>Filter by unit.</td></tr><tr><td>**Client**</td><td>Filter by client.</td></tr><tr><td>**Created At**</td><td>Filter by creation date.</td></tr></tbody></table>

# Customer Service Settings

## Overview

**Customer Service Settings** is where all configuration for the Customer Service module lives — ticket types, update types, and ticket visibility rules.

> 💡 The settings below (Client Updates Types, Unit Updates Types, Delivery Updates Types, and Ticket Types) were moved here from General Settings into their own dedicated Customer Service Settings section.

[![Settings.png](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/scaled-1680-/settings.png)](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/settings.png)

---

## Update Types

<table id="bkmrk-setting-used-by-clie"><thead><tr><th>Setting</th><th>Used By</th></tr></thead><tbody><tr><td>**Client Updates Types**</td><td>The **Type** dropdown on the Clients Updates Create form.</td></tr><tr><td>**Delivery Updates Types**</td><td>The **Type** dropdown on the Delivery Updates Create form.</td></tr><tr><td>**Unit Updates Types**</td><td>The **Type** dropdown on the Units Updates Create form.</td></tr></tbody></table>

Each is managed as a tag list — add or remove values directly from the settings screen.

---

## Ticket Types

Click **+ Add New Ticket Type** to create a new type. Each ticket type has the following configuration:

<table id="bkmrk-field-description-ty"><thead><tr><th>Field</th><th>Description</th></tr></thead><tbody><tr><td>**Type Name**</td><td>The name of the ticket type (e.g., Type1, Complaint, Maintenance Request).</td></tr><tr><td>**Type Manager Email**</td><td>The email notified for tickets of this type.</td></tr><tr><td>**Time (Hours)**</td><td>The expected resolution/response time, in hours, for this ticket type.</td></tr><tr><td>**Assigned Users**</td><td>The users assigned to handle tickets of this type.</td></tr><tr><td>**Send Email On Creation**</td><td>When checked, an email is sent automatically whenever a ticket of this type is created.</td></tr><tr><td>**Delete**</td><td>Remove the ticket type.</td></tr></tbody></table>

Click **Update** to save changes.

---

### Tree-Based Visibility

Visibility follows the **user hierarchy tree**.

- A user sees only the tickets assigned to them.
- A **parent user** (manager) can see all tickets assigned to any user below them in the hierarchy tree.
- If you are not in someone's hierarchy chain, you cannot see their tickets.

> 💡 **Example:** If User A is a parent of User B, User A can see all of User B's tickets. But if User A and User C are peers (no hierarchy between them), User A cannot see User C's tickets.

---

### Ticket Type-Based Visibility

Visibility is controlled by **Ticket Type** instead of hierarchy.

- Each Ticket Type has a list of **Assigned Users** (configured in the Ticket Types section above).
- When a ticket is created under a specific Ticket Type, all users assigned to that Ticket Type can see it — regardless of where they sit in the hierarchy.
- A user can be assigned to multiple Ticket Types and will see tickets from all of them.
- A user **cannot** see tickets that belong to a Ticket Type they are not assigned to.
- Tree-Based Visibility is disabled when this mode is active.

> 💡 **Example:** "Legal" is a Ticket Type with Users X and Y assigned. Any ticket created under "Legal" will be visible to both X and Y — even if they have no hierarchy relationship with whoever created the ticket.

> ⚠️ If you switch from Tree-Based to Ticket Type-Based Visibility, any ticket previously assigned to a user who is not in that ticket's Type will remain visible only to that assigned user — and will not appear to the Type's assigned users until the ticket is reassigned to someone who belongs to the correct Ticket Type.