This would be big. But i'd like to have support tickets 'lite' as a left hand side selection.

Randy Farr
Randy Farr Posts: 11

so it would bring up a list of tickets associated with companies/persons - so we could continue down the path of a complete customer lifecycle.  Wouldn't have to be as robust as zendesk.

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  • Brad Krause_13404
    Brad Krause_13404 Posts: 498
    100 Comments 5 Up Votes
    edited March 2021 #2

    If you are talking about a way to track existing customer issues we have implemented a way to track that in pipedrive which will allow us to have some adequate reporting on it in insights. It works as follows.

    We have a seperate pipeline that we call "SERVICE" short for 'Customer Service'

    We have a custom deal details field called 'Service' which defines what type of service the deal relates to: Landscape maintenance, Landscape construction, lawn care, seasonal color, etc. But one of those is 'Issue' Short for Customer or Service Issue' that needs to be addressed. 

    Customer service rep sales people that manage existing business create a zero dollar value deal with the service type 'issue' and it goes in the Service pipeline for production to follow through with addressing. Stages are: Received, Reviewed, Scheduled, Completed. When the person responsible schedules something they include the CSR as a guest in the activity so they know when the work is scheduled to be performed. When it hits the completed stage the CSR is notified and if the CSR is satisfied its been remedied the CSR marks it as won. If the issue wasn't adequately addressed they put notes in the deal and put it back in the received stage. 

    Now we can see through reporting how many 'Issue' type service requests were created at a site and its kept separate from our SALES pipeline. 


  • Inês Batata
    Inês Batata Admin Posts: 2,925
    2500 Comments Third Anniversary 5 Likes First Answer
    edited March 2021 #3

    Hi @Randy Farr !

    We'd like to ask you to please not use the "What's New?" or "What's Planned?" topics in your posts: they are read-only topics used by Pipedrive to communicate updates to our community members. I have removed them from the post and replaced them with more pertinent topics. Thank you!

    As to your question, @Brad Krause 's tips above are great so you might want to try those out 😎

    If you feel you still need something more specific, I suggest you take a look at the Customer Support integrations available in our marketplace.