Log an issue

The idea

An issue is one customer problem with a subject, a customer, a priority, a type and a status. Logging it gives it an owner and a history. Screens use example data from a demo company.

Step by step

Step 1. Open the Issue form

1. In the Support area choose Issue, then Add Issue. The status starts as Open.

Step 2. Fill in the form

1. Enter a Subject (required) and choose the Customer.
2. Choose a Priority and an Issue Type. Add the Raised By email and a description.

Step 3. Find it in the list

1. Open the Issue list and use the Status box to show Open, Replied or Closed issues.

Step 4. See the customer's version

1. A web form named issues lets a customer log an issue. Subject and priority are required in its setup.

The Support workspace shows a chart and counts of open, overdue and resolved issues.

What you may see on your own site

• Your issues, types and priorities are your own. Whether your site publishes the web form is your choice.

Common mistakes

1. No clear subject. It is the only required field and the name everyone sees.
2. Forgetting the customer. Without it the issue cannot be tied to an account.