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When a customer calls with something to follow up, write it down as a ticket. It then sits in your Helpdesk inbox next to emails and chats, with an owner, a priority and a status, so it doesn’t get forgotten. This guide logs a call from a café owner who wants this week’s delivery moved to Friday.

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Open a new ticket

Click Helpdesk in the left rail, then Inbox, then New ticket at the top right.

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Write down the call

1

Subject and customer

Type a short Subject, then the customer’s Customer email and name. If they’re already a contact, the ticket joins their contact; otherwise a new contact is made.
2

Choose Voice

Set Channel to Voice, so the ticket shows it came from a call. Pick a Priority, and an Assignee if you know who should handle it.
3

Write what they said, as From customer

Under First message, click From customer, then write what the caller asked. To customer would send your text to the customer as an email, and Internal note is only for your team.
New ticket: Subject Move this week's delivery to Friday; Customer email dana.example@example.com and name Dana Example; Channel Voice, outlined; Priority Normal; Assignee Auto-assign; First message with From customer chosen and outlined: Called at 10:15. Asked to move this week's wholesale delivery from Saturday to Friday morning, because the café is closed for an event on Saturday; and Open ticket, outlined

A phone call, written down

4

Open the ticket

Click Open ticket. It opens marked Voice, with the caller’s request as the first message.
The ticket: Voice, #8430F08C, outlined; Move this week's delivery to Friday; Dana Example, Customer, with the call notes, outlined; and on the right Status Open, Priority Normal, Assignee Unassigned and the customer's name and email

The call, as a ticket

From here it’s a ticket like any other: assign it, add notes, reply, and mark it Resolved when it’s done.

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Good to know

  • The customer may get an email. If Auto-acknowledge new tickets is on, under Setup, Settings, the customer gets a confirmation with their reference number as soon as the ticket opens.
  • Calls to a Hiveku number are already listed under Communications, Calls. Log a ticket when the call needs following up.
  • Assign, prioritize and tag tickets: see Assign a Conversation, Set Its Priority and Tag It.