Record the subject, description, priority, category and ticket type when the case is opened. Add notes and attachments as the investigation develops.
The goal is not to create more fields. It is to leave the next person enough information to understand what the customer reported and what has already been checked.
Tickets can be assigned to an individual and a team. A due date and priority help distinguish urgent work from cases that can wait.
Ticket types can also carry a default priority and default number of days to resolution, giving common case types a more useful starting point.
A ticket can reference the customer as well as a related lead, opportunity, quote or product. Those links matter when the answer depends on a previous sale instead of the text typed into the ticket.
For example, a product complaint can point to the product involved, while a disagreement about an offer can point back to the quote.
Ticket history shows the status changes over time. Notes remain with the case, so another team member can follow how the investigation reached its current position.
If a closed issue comes back, Lynka records the reopen count and timing rather than treating it as if nothing happened before.
A closed ticket can retain the root cause, resolution summary, impact level and actual hours spent.
That information is useful for recurring problems because the team can look beyond a generic closed status and see what was tried previously.
Satisfaction rating and comment fields are tied to the ticket. Lynka also keeps satisfaction history when feedback is submitted.
This gives the team a direct connection between the case, the resolution and the customer response to the service they received.
Tickets can carry separate first-response and resolution deadlines. Priority and ticket type contribute to the current deadline calculation.
When a case has to wait, SLA timing can be paused and resumed. The support team still has the normal ticket details, ownership and due date alongside that timing information.
Tickets can retain first-response time, resolution time, reopen count, last reopened time and status history. Notes and attached documents can stay with the case as the issue moves between people or reopens later.
That gives the next person more than the current status. They can see whether the case was previously resolved, how often it came back and what was recorded during the earlier work.
A ticket can keep root-cause information, a resolution summary, impact level and actual hours. Those fields are useful when a team wants to learn from completed cases instead of treating 'closed' as the only useful outcome.
Customer satisfaction fields can also record a rating and comment when feedback is collected, keeping service feedback tied to the case that produced it.
Lynka keeps the support work on the ticket while linking the case to the customer and commercial records that matter.
Lynka treats a support ticket as a customer case, not just a subject and status. The ticket can carry assignment, priority, due dates, CRM links, SLA timing, investigation notes, attachments and resolution detail through the life of the issue.
Yes. Lynka supports individual assignment and team ownership on tickets.