Learn Mokapen

Tickets Guide

The Tickets area is Mokapen's support and requests module: it manages reports, questions, and interventions — both internal to the team (IT, HR, administration) and customer-facing (after-sales support, helpdesk). Each ticket has a pipeline, status, priority, messages, and CRM links.

Access it from the Support → Tickets menu or the Tickets page. Main views are Kanban by status, List (Premium), and the record with the Messages tab for the conversation.

Role in the CRM

Tickets connect support and operations:

• Customer: requesting contact and/or company, visible in Directory and connections.
• Team: owner, stakeholders, internal messages and messages to the requester.
• Delivery: linked tasks to resolve the issue; checklists for repeatable procedures.
• Sales: pre-sales tickets linked to deals in negotiation.

A well-managed ticket leaves a trace of what was requested, who replied, and when it was closed — essential for SLA, service quality, and audit.

Internal and customer tickets

Mokapen distinguishes the ticket context, not two separate modules:

• Internal tickets: opened by organization users for cross-department requests (e.g. «Need new VPN access», «Budget approval»). The requester (author) is a Mokapen user; typically org or team visibility.
• Customer / external tickets: the requester is a contact (customer, lead, partner). The team works the ticket from the internal Kanban; the customer can open and follow it via portal or receive updates by email, depending on configuration.

In lists and reports you can filter by Internal / External type to separate customer helpdesk from internal requests.

For me or on behalf of

When creating a ticket from the app (+ Ticket button), Mokapen first asks for the requester mode:

• For me: open the ticket in your name as an internal user. Standard case for personal requests or operational notes.
• On behalf of (available to users with advanced permission): open the ticket on behalf of a contact or another user. The system sets author and connections accordingly — the customer appears as requester even if an agent reported it by phone.

Example: the customer calls support → the agent chooses «On behalf of», selects the contact in Directory, fills title and description → the ticket is created in the customer's name with their linked record.

Use cases

• Customer helpdesk: tickets from portal, site form, or email; pipeline «New → In progress → Waiting on customer → Resolved»; SLA for urgent priority.
• Internal IT: «For me» or colleague tickets; topics «Hardware / Software / Access»; no external contact.
• Agency on behalf of client: agents open tickets «On behalf of» the managed brand's contact; links to project and deal.
• Pre-sales: «Demo request» ticket linked to deal and commercial follow-up tasks.
• Onboarding: ticket with standard checklist; closure linked to activation task completion.

How a ticket arrives — entry channels

A ticket can originate from multiple paths; the Source field tracks where it came from.

1. Manual creation in Mokapen

From Tickets Kanban → + Ticket → choose «For me» or «On behalf of» → fill title, pipeline, topic, description. Ideal for phone calls, chat, and verbal requests.

2. External ticket page (public)

In Ticket Settings → External ticket page configure pipeline, available topics, and default owner. You get a public link (no Mokapen login) anyone can use to submit a request — useful on showcase site or email signature link.

The visitor fills the form; a ticket is created in the chosen pipeline with source from the external page.

3. Mokapen Forms (site / landing)

Marketing module Forms collect leads and requests. With an automation (trigger «Form submission» → action «Create ticket») each submission generates a ticket with form data, contact created or updated, and tracked source (link to form from ticket record).

4. Contact forms and automations

Generic forms (contact, support, quote) can also feed tickets: set automation mapping fields (email, subject, message) to title, description, topic, and linked contact. Reduces manual work for site requests.

5. Customer portal

The Customer portal is the reserved area where your customers (contacts with access) open and follow their own tickets. Configuration in Support → Portal (integrations and org settings): enable Tickets app in portal, visible pipelines and topics, invited users.

From the portal the authenticated contact creates tickets in their name; they see messages and status without accessing the internal CRM. Source recorded as portal.

6. Email and integrations

With email integrations (Gmail, Outlook) conversations stay on contact records; combining automations or internal procedures you can convert threads to tickets. For advanced flows use API, webhooks, or Zapier (see Integrations guide).

Ticket record

The record (modal or Premium page ticket) includes:

Header: ticket code (e.g. TK-1234), editable title, Archived badge if applicable. If the ticket is in trash, banner with Restore and Delete permanently (Medium plan).

Action bar:

• Priority (normal / urgent), Privacy, Labels, Attachments.
• Copy link, Full page (Small plan).
• + Create and connect: task, deal, appointment… linked to the ticket.

Options menu (three dots)

• Clone: duplicate the ticket; modal with checkboxes for checklist, attachments, connections, comments.
• Archive / Restore (Medium plan): closed tickets to keep out of active Kanban.
• Edit record (admin): ticket field layout.
• Delete / Restore (red item): org trash, restore, permanent deletion.

Main tabs:

• Data tab: pipeline, status, topic, owner, stakeholder, linked contact/company, dates, source, description.
• Messages tab: conversation thread — public replies to requester and internal notes if enabled.
• Checklist, Connections, Time: like other Mokapen entities — see dedicated guides.
• Updates (dropdown menu): history of status/topic changes, comments, emails sent to requester, connections created.

The Source field shows which channel the ticket came from (portal, form, external page, etc.) with link to form when applicable.

Messages and communication

The Messages tab is the operational heart of support:

• Write replies visible to the requester (portal / email notifications).
• Attach files to individual replies.
• History stays on the ticket for handover between agents.

Close the ticket by moving it to Resolved / Closed status (pipeline value 100% or 0% depending on configuration): records closed_by and closure date.

Creating a ticket — procedure

1. Open the Tickets Kanban.
2. Click + Ticket.
3. Choose For me or On behalf of (if authorized).
4. Select pipeline and topic; fill title and description.
5. Link contact/company if customer ticket.
6. Save: the card appears in the initial status column.

Editing a ticket

Single edit (record)

1. Open the ticket record.
2. Edit inline in Data tab: status, topic, owner, contact, priority (pencil icon).
3. Update labels, privacy, attachments from action bar.
4. Reply in Messages tab to communicate with requester.

Advance from Kanban

Drag the card between status columns to update the pipeline. Moving to Resolved / Closed status records closure and operator.

Bulk edit (List view)

1. Switch to List view on Tickets page.
2. Select tickets with checkboxes.
3. Click Edit in action bar: owner, topic, status, labels, custom fields.
4. Confirm to apply to all selected.

Bulk action bar: also Clone, Archive, Delete.

Deleting a ticket

Delete tickets created by mistake or duplicate test tickets. Prefer Archive if the ticket is closed and you want to keep messages and SLA history without cluttering operational Kanban.

Single deletion

1. Open record → Options → Delete (red item).
2. Confirm in modal.

With Advanced Premium, the ticket goes to trash (Tickets page → Actions → Ticket trash). From there you can Restore or Delete permanently. If you open a ticket already in trash, Restore / Delete permanently banner appears.

On Free plan (without Advanced Premium), deletion is generally permanent immediately after confirmation, with no trash — check your organization's permissions.

Multiple deletion

1. List view → select → Delete (red button) → confirm.

Archiving a ticket

Archive closed or historical tickets that should no longer appear in operational Kanban, keeping messages and connections for SLA audit.

Archive a single ticket

1. Record → Options → Archive (Medium plan) → confirm.

Archive multiple tickets / view archive

• Multiple: List → select → Archive.
• View: Tickets → Actions → Ticket archive.
• Restore: from archive or Options → Restore on record.

Archived tickets do not appear in standard operational views but remain reachable from archive, connections, and historical reports.

Cloning a ticket

Duplicate tickets with same structure (procedure checklist, attachments) for recurring requests or escalation.

Single clone

1. Record → Options → Clone.
2. Modal: checklist, attachments, connections, comments.
3. Confirm; update title and initial status on new ticket.

Multiple clone

1. List → select → Clone → options → confirm.

Ticket views

Kanban (default), Cards, Calendar, and List — same pattern as tasks and opportunities. Filters and pipeline remain active when switching views.

Kanban

Columns by pipeline status; drag-and-drop. Group by: status, owner, topic, labels, priority.

Cards and Calendar

Cards: tickets sorted by urgency/deadline. Calendar: tickets on timeline for SLA dates or linked appointments.

List

Table with configurable columns, column search, bulk actions. Internal / External filter to separate customer helpdesk from internal IT.

Filters

• Filters (Premium): pipeline, topic, owner, contact, priority, internal/external type, custom fields.
• Users / Teams: limit tickets to selected owner or team.

Ticket Reports

The Ticket Reports section (Premium) summarizes tickets you have access to based on role and organization permissions: you see only authorized records and fields. Used for SLA analysis, resolution times, and export — for daily operations use Kanban and List.

• Dashboard: charts by status, topic, owner, priority, average resolution time, SLA.
• Report list: analytical table with filters and export — useful for monthly helpdesk reviews.
• Internal vs customer separation for distinct KPIs.

 

Pipeline, topic, and external page settings

From Ticket Settings (admin/member permissions):

• Pipeline and statuses: Kanban columns, colors, order, terminal statuses.
• Topics: categories (e.g. «Bug», «Billing», «Information») with optional default owner.
• External ticket page: public URL, destination pipeline, selectable topics, default owner.
• Fields and record layout: Premium custom fields, list columns.

Align internal pipeline and portal: same statuses avoid confusion between what the customer sees and what the team sees.

Connections and recommended processes

Link every customer ticket at least to contact or company. Add resolution tasks, deal if commercial, project if linked to delivery.

Typical process: site form → automation creates ticket + contact → owner replies in Messages → linked technical task → closure → survey or commercial follow-up on same contact.

For details on entity relationships see the Connections guide.