Enhancing VTigerCRM for IT Support: A Dive into Custom Ticket Flow

The customer service landscape is ever-evolving, and businesses constantly look for ways to improve their processes. One software that has been pivotal for businesses in managing customer relationships is VTigerCRM. For companies involved in IT support, the ticketing system can be a lifeblood. So, how can we improve and customize this system to make it more efficient? Here’s a deep dive into a custom ticket flow tailored for IT support:

VTigerCRM’s Core Capabilities

First off, it’s essential to understand what VTigerCRM offers out of the box. At its core, it can:

  • Pull emails into the system and create tickets.
  • Send automated confirmations to customers.
  • Recognize and manage email threads related to specific tickets.

But as with any software, there’s always room for improvement. So, let’s explore the customizations introduced for enhanced IT support:

Email Integration Enhancements

  • Display Details: One of the pivotal improvements was to showcase all email addresses from the original message, including those in CC. This offers greater transparency and ensures all stakeholders are identified.
  • Improved Email-to-Ticket Association: The system now boasts enhanced intelligence, ensuring all incoming emails related to a ticket are aptly associated and categorized.
  • Accessibility: Technicians can now easily copy and paste email addresses from the ticket’s description, making it simpler to send out comments or updates to relevant stakeholders.

HTML in Descriptions

A game-changer for many, the standard description field was replaced with an HTML variant. This ensures:

  • Emails maintain their original format, complete with clickable links.
  • Images from emails, like signatures, are displayed correctly.
  • Avoidance of the often messy conversion from HTML to plain text.

Reinventing Replies

The ‘Send Email Replies’ feature now allows technicians to be more intentional about the emails they send to clients. Coupled with the ability to manually scrape and collate information (though this is automated in a real-world scenario), it adds layers of accuracy and precision.

Ensuring Data Completeness

Fields like ‘organization’, ‘invoice number’, and ‘solution’ are now mandatory. This guarantees that the system always has the essential data before closing any ticket. Such guardrails ensure the integrity and completeness of the data, vital for any CRM system.

Auto-Closure: Efficiency at its Best

Automated workflows are now in place, ensuring clients are notified if there’s no activity on a ticket for two days. If the inactivity continues for four days, the system automatically closes the ticket. Such automations are critical in ensuring efficiency and managing customer expectations.

Reassignments and Escalations

Often, reassignment can double as an escalation. Now, when a ticket gets reassigned, the new technician is immediately notified. While the feature allows for the status to change to ‘escalated’, businesses have the flexibility to use it as they see fit.

Comments Made Smarter

A seemingly small but significant change: the ‘Internal Comment’ box now defaults to being checked. This simple switch ensures that internal communications stay internal, avoiding any unintentional external emails.


Customizing VTigerCRM for IT support goes beyond just tweaking features. It’s about understanding the unique challenges of IT support, ensuring efficient communication, and guaranteeing data integrity. With these customizations, businesses can ensure their ticket flow is streamlined, effective, and tailored to their needs.

Remember, a CRM system is only as good as how it’s customized. It’s the nuances, the tweaks, and the deep dives that make all the difference. The key is to find the balance between using the core functionalities and introducing changes that resonate with the business’s specific needs.

Interested in learning more? Let us send you an email.

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