Record subject, description, priority, category and ticket type, then add notes and attachments as the investigation develops.
The goal is not a long form. It is a case record that explains what the customer reported and what the team has already checked.
Tickets can be assigned to an individual and a team, with priority and due date helping the queue distinguish what needs attention first.
Ticket types can carry default priority and default resolution days, giving common cases a sensible starting point without removing the team's ability to adjust them.
A ticket can reference the customer and relevant lead, opportunity, quote or product when those records matter to the issue.
A product complaint can point to the product involved; a dispute about what was promised can point back to the commercial record instead of relying on somebody's memory.
Ticket status history, notes and attached documents stay with the case as it changes hands or state. Lynka can retain reopen count, last reopened time, first-response time and resolution time.
The current status therefore does not erase the fact that the issue was previously closed, reopened or worked by someone else.
Tickets can carry separate first-response and resolution deadlines. Priority and ticket type contribute to the current timing logic, while SLA pause and resume handling can account for legitimate waiting time.
A fast acknowledgement should not make a slow resolution look successful, and a paused case should not automatically look like an ignored one.
A resolved ticket can retain root cause, resolution summary, impact level and actual hours spent.
That gives recurring issues something more useful than a pile of closed tickets: the team can see what happened previously and whether the same cause is appearing again.
Ticket satisfaction fields can store a rating and comment, with satisfaction history retained when feedback is submitted.
The service outcome and the customer's reaction stay related without reducing the whole case to one score.
A ticket in Lynka can carry the issue, ownership, deadlines, notes, attachments, CRM links, history and resolution without flattening the whole customer relationship into one status field.
Lynka keeps the operational work on the ticket while leaving useful customer, product and commercial context close enough to explain the problem.
Yes. Lynka supports individual assignment and team ownership on tickets.
