Module: Support

Support Tickets Training Guide

Submit, prioritize, track, and collaborate on technical and customer support requests with AI voice and internal notes.

11 min read

Beginner Level

4 Core Lessons

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What You Will Learn

By the end of this training module, you will be able to:

Create support tickets directly from the CRM and assign them to specialized support categories

Dictate message replies using real-time speech recognition (Web Speech API) with multilingual support

Listen to client messages using text-to-speech synthesis with real-time audio frequency visualizers

Differentiate between public client replies and internal private staff notes

Upload screenshots and diagnostic log files with real-time upload progress tracking

Track ticket resolution status from Open and In Progress to Resolved and Closed

Key Concepts & Architecture

Support Category

Configurable issue classifications (e.g., Billing, Bug Report, Feature Request, Technical Inquiry) used to triage tickets.

Internal Note

A private comment visible only to team members and administrators, allowing internal collaboration without alerting the customer.

Voice Dictation

Browser-native speech recognition converting spoken words into structured ticket messages in real time.

Step-by-Step Walkthrough

Training Modules & Workflows

Follow these practical guides to master every capability of Support Tickets.

Lesson 1 of 4

1. Creating and Categorizing Support Tickets

Initiate new support requests and direct them to the appropriate support queue.

Navigate to Support

Open Support (/support) from the main menu and click 'Create Ticket' (/support/create).

Assign Category & Priority

Select the appropriate Category from your configured Support Categories (/support-categories) and set Priority (Low, Medium, High, Urgent).

Provide Detailed Subject & Description

Enter a clear subject line and detailed reproduction steps or customer questions.

Categorizing tickets correctly ensures they are routed to the specialist best equipped to resolve them quickly.

Lesson 2 of 4

2. Using Voice Dictation & Audio Playback

Speed up response times using speech-to-text input and listen to replies with text-to-speech.

Activate Microphone Dictation

Inside any ticket conversation (/support/:id), click the microphone icon. Select your speech language (e.g., English India, English US) and speak naturally.

Observe Audio Visualizer

The real-time audio visualizer confirms microphone input levels as speech is transcribed into the message box.

Listen to Message Playback

Click the audio speaker icon next to any incoming message to have the CRM read the message aloud via browser text-to-speech synthesis.

Voice dictation allows support agents to draft detailed diagnostic replies up to 3x faster than manual typing.

Lesson 3 of 4

3. Internal Private Notes vs. Public Messages

Collaborate privately with teammates before sending official client responses.

Toggle Internal Note

Flip the 'Internal Note' switch above the message composer to change into private collaboration mode.

Send Private Note

Post internal findings, database references, or engineering escalations. Internal notes are highlighted with a distinct shield badge.

Send Public Customer Reply

Toggle off Internal Note to compose and deliver the client-facing resolution message.

Internal notes prevent internal engineering discussions or sensitive account details from reaching external clients.

Lesson 4 of 4

4. File Attachments & Resolving Tickets

Upload diagnostic context and maintain ticket resolution lifecycle.

Attach Evidence & Logs

Click the paperclip icon to upload screenshots, PDFs, or log files. Monitor the upload progress bar until confirmation.

Update Ticket Status

Use the status selector to advance tickets from 'Open' to 'In Progress', 'Awaiting Client', and finally 'Resolved'.

Visual attachments eliminate ambiguity and speed up ticket resolution by over 50%.

Frequently Asked Questions

Common inquiries regarding Support Tickets in KineCRM.

No. Internal notes are strictly restricted to authenticated CRM users and administrators, keeping your team's internal discussions confidential.

KineCRM leverages the browser Web Speech API, supporting English (US, UK, India) and dozens of global regional dialects.

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