1. Enable the Module2. Set Up Support Email3. Priorities & SLAs4. Assignment Rules5. Link to Client & Project6. Track Ticket Status7. Close the Loop
New to the operations side of OneSolar CRM? Start with field attendance and geo-tracking.
Enable the Ticket Module
Why it matters: Tickets need to be turned on and scoped before any inbound issue can be tracked against them.
- Go to Work → Settings → Modules
- Toggle on Tickets
- Confirm the Ticket object appears in the Work module navigation
Result: Tickets appears as a navigable section under the Work module.
Set Up Your Support Email Address
Why it matters: This is what turns an inbound email into a Ticket automatically, instead of sitting in a shared inbox with no owner.
- Go to Settings → Integrations → Email → Ticketing
- Enter your support address (e.g. support@yourco.com)
- Send a test email and confirm a Ticket is created
Result: A test email to your support address creates a new Ticket automatically.
Configure Ticket Priorities & SLAs
Why it matters: Without a defined SLA, every ticket feels equally urgent - or equally ignorable.
- Go to Work → Tickets → Settings → Priorities
- Define priority levels: Low, Medium, High, Urgent
- Set a response-time SLA for each priority level
Result: A new ticket shows a countdown timer based on its assigned priority’s SLA.
Set Up Assignment Rules
Why it matters: An unassigned ticket is the ticket most likely to be missed - a rule guarantees someone owns it from the moment it’s created.
- Go to Work → Tickets → Settings → Assignment
- Choose Round Robin, By Client Owner, or Manual Queue
- Set a fallback assignee for tickets that don’t match any rule
Result: A new test ticket is assigned automatically within seconds.
Link Tickets to Client & Project
Why it matters: A ticket without this context forces the agent to ask the client questions they shouldn’t have to answer twice.
- Confirm inbound emails match to an existing Client record automatically
- Manually link a ticket to the relevant Project if the sender’s email doesn’t match an existing record
Result: Every ticket shows its linked Client and, where applicable, Project.
Track Ticket Status
Why it matters: Status visibility is what lets a manager spot a stalled ticket before the client has to chase it themselves.
- Go to Work → Tickets → Dashboard
- Review tickets by status: Open, In Progress, Waiting on Client, Closed
- Filter by SLA breach risk to catch anything approaching its deadline
Result: The dashboard clearly shows ticket counts by status and any at risk of an SLA breach.
Close the Loop With the Client
Why it matters: A ticket marked Closed without client confirmation risks the same issue reopening a week later.
- Before closing, confirm the client’s issue is actually resolved, not just addressed internally
- Send a closing message summarizing the resolution
- Mark the ticket Closed
Result: The ticket log shows a clear resolution summary before its status changes to Closed.
You’ve completed this tutorial
Your ticket module is live. You’ve now covered the full lead-to-support workflow.
Continue learning
Keep going with the next tutorials in the Solar CRM series.