Turn support on
Open Settings, then Workspace features, and switch on the support areas you use:
- Enable Support Ticket: customer issues.
- Enable Time Log: the time you spend on work.
Support tickets
A support ticket is one customer issue. Give it a name and a status, and add a start date and a due date if the work has a timeline. The start date must come before the due date.
Each ticket has a status:
| Status | Use it for |
|---|---|
| Draft | A ticket you are still writing up. |
| Active | A ticket that is open and waiting to be picked up. |
| In progress | Work has started. |
| Done | The work is finished. |
| Closed | The ticket is closed. |
| Archived | The ticket is kept for reference and no longer needs attention. |
When a ticket is finished, record its resolution: Fixed or Not fixed.
Following tickets on a board
The board (/v1/mobjs/support_ticket/kanban) shows tickets as cards in columns, one column per status. Drag a card to another column to change its status.
The status graph (/v1/support_ticket/graphs/status) shows how many tickets are in each status, so you can see where work is piling up.
Tickets on the calendar
A ticket appears on the calendar on each day from its start date to its due date. Open the calendar at /v1/calendar. Tickets appear there only while the support area is switched on.
Time log
Use the time log to record how long you spend on a piece of work.
Using the timer
Start the timer when you begin work, and stop it when you finish.
- Start begins a new time log.
- Pause stops the clock for a break. The time log stays open.
- Resume starts the clock again.
- Stop ends the time log and records the total time.
You can have only one timer running at a time. If you start a second one while a timer is running, BunnyCRM does not start it and shows the running one instead. The running timer also stays visible after you reload the page.
The time log overview is at /v1/time_log/custom-home, where the timer is shown.
Adding time by hand
If you forgot to start the timer, create a time log yourself with the start and end time. Use the same form as for any other record.
Tips
- Give each ticket a due date, so it shows on the calendar and you can see what is due next.
- Stop the timer as soon as you finish a task, so the recorded time is accurate.
- Check the board at the start of each day to see which tickets are still open.