Tickets that already know the context.
Every support request is linked to the exact product, serial number, and service coverage — so your agents never start from zero.
The Problem
Generic helpdesks weren't built for physical products
Most support tools were built for software companies — they have no concept of 'which unit,' 'which location,' or 'is this under contract.' Your agents end up asking the client the same questions every single time.
Crystal CRM tickets come pre-loaded with everything your agent needs to know.
Capability 01
Context-Rich Ticket Creation
Search for the customer, select the product, and everything else fills in automatically.
- Instant customer lookup by name, mobile, or email
- Product and serial number selection from installed units
- Location auto-filled from the product record
- Coverage status shown before the ticket is even created
Capability 02
Smart Categorization
Organize every issue with categories and subcategories tailored to your business — hardware faults, installation requests, billing queries, and more.
- Fully configurable categories and subcategories
- Priority levels: Low, Medium, High, Urgent
- Ticket types: Incident, Service Request, Complaint, Inquiry
- Tags for custom organization
Capability 03
SLA Tracking Built In
Every ticket has a response and resolution deadline based on its priority — visible to your team before it becomes a problem.
- Configurable SLA policy per priority level
- Live countdown timers on every open ticket
- Color-coded warnings as deadlines approach
- Historical SLA compliance reporting
Capability 04
Flexible Resolution
Some issues need a phone call. Others need a technician on-site. Crystal CRM supports both, seamlessly.
- Choose Remote or Field Visit resolution mode
- Field visits automatically scheduled and assigned
- Internal notes for your team, public replies for the client
- Canned responses for your most common issues
Works Seamlessly With