How do you manage ticketing in Pipedrive?
The ability to manage support or help desk tickets is a common request from Pipedrive users, and it can be set up directly in your Pipedrive ecosystem. However, there is no one-size-fits-all solution, so what works in one business may not work for another. So, we set out to find the most popular approaches.
Turning deals into support tickets
A simple and effective way to manage support inquiries in Pipedrive is to use deals as support tickets within a dedicated pipeline. This approach allows teams to seamlessly track, prioritize, and resolve issues without the need for additional tools.
Here’s how you can set it up:
- Create a dedicated pipeline: Set up a separate pipeline for support tickets so they don’t get mixed up with your other deals.
- Define ticket stages: You can use stages such as New, In Progress, Waiting on Customer, and Resolved.
- Customize fields: Add fields for issue type, priority level, and resolution notes.
- Automate workflows: Use Pipedrive’s automation tools to assign tickets to the right team members and notify customers when their issue progresses.
This method works best for small teams or businesses that want to keep everything within Pipedrive without relying on external tools.
Integrate Pipedrive with an external solution
Some businesses require a more dedicated helpdesk solution, and integrating Pipedrive with a third-party ticketing system will be the best option. The Pipedrive Marketplace contains an ever-growing list of integrations, and these are some of the most popular ones for ticket management:
- Zendesk: This popular customer service solution offers a two-way contact sync that lets you see deal details in Zendesk and ticket details in Pipedrive.
- Help Scout: Help Scout’s is a customer support solution streamlines customer interactions and Its integration automatically syncs contact data between Pipedrive and Help Scout.
- Zoho Desk: This powerful integration bridges the gap between sales and support, empowering you to solve tickets faster and with better context. This integration lets you see Zoho ticket details directly inside Pipedrive.
Whether using Deals as tickets, integrating with a marketplace solution, or even advanced workflows with tools like Zapier or Make, each approach has advantages. Ultimately, the best solution depends on your team's needs, workflow complexity, and the level of automation you require.
How do you handle ticketing in Pipedrive? Have you tried any of these methods, or do you have your workaround? Comment and share your approach!