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CRM with Ticketing
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CRM with Ticketing · Available now

Keep each customer problem attached to its owner and evidence.

CRM with Ticketing connects each customer problem to its organization, customer record and assigned team member. App Administrator maintains the customer and membership context.

Start now Download Proto
  • No per-user fees
  • Manual work is free
  • Configure it in Proto
OverviewNew Ticket Intake
CRM with Ticketing · Tickets

New Ticket Intake

Tickets in one list

New ticket
Tickets in view
6
New
6
Resolution due at within 14 days
2
Record numberSubjectCounterpartyOrganizationPriority rankResolution due at
TCK-28414Cannot access billing portalBracken Vale FoodsTidepath Support Group74019 Oct
TCK-61962Shipment tracking has not updatedDriftline Office GroupFernbrook Customer Team32022 Oct
TCK-14868Invoice total differs from quoteElmwell PackagingBracken Point Services28023 Oct
TCK-61437New user invite expiredElmwell PackagingWillow Gate Operations58018 Oct
TCK-33834Replacement part arrived damagedDriftline Office GroupJuniper Quay Assistance71028 Oct
6 of 6 records
Cannot access billing portalTickets · TCK-28414
New
CounterpartyBracken Vale Foods
OrganizationTidepath Support Group
Priority rank740
Resolution due at19 Oct
OwnerTessa Moreno
Review support linkTCK-28414 · Cannot access billing portal

Service Supervisor independently approves, rejects or returns the submitted account-support revision with a reason.

Waiting for Service Supervisor
ApproveReturn
Example screen with sample data
Tables, ready to use
10
Saved views
15
Roles with set permissions
5
Reports and dashboards
9
Features

Keep the customer problem in view

Every feature works on the same records. Pick one to see the screen your team works in.

Customer Context

Identify the customer and organization before assigning a support problem or reviewing eligibility.

  • Customer identity
  • Eligibility context
  • Organization and membership
  • Customers
  • Organizations
  • Team members
  • Tickets
Explore customer context
OverviewActive Customers
CRM with Ticketing · Customer Context

Active Customers

Customers

New
CodeNameContact nameEligibility noteOrganizationActive
ALDERWICKAlderwick Design Co.Mira ValdezActive support agreementTidepath Support GroupYes
BRACKEN-VALEBracken Vale FoodsOwen FarisPortal access verifiedCedarline Support DeskYes
CEDAR-QUAYCedar Quay Medical SupplyNia CastilloWarranty coverage confirmedFernbrook Customer TeamYes
DRIFTLINEDriftline Office GroupJamal ParkBilling contact authorizedBracken Point ServicesYes
ELMWELLElmwell PackagingPriya MercerPriority plan is currentWillow Gate OperationsYes
6 of 6 records
ALDERWICKCustomers · CST-99487
Yes
NameAlderwick Design Co.
Contact nameMira Valdez
Eligibility noteActive support agreement
OrganizationTidepath Support Group
Example screen with sample data
Process

From owned ticket to verified completion

From customer problem to evidenced completion ships ready to use. 2 steps need a named approval before the work moves on: Review support link (Service Supervisor) and Verify resolution (Service Supervisor).

Drag a card to another stage, or focus it and use the arrow keys. It updates to match the stage.

  1. Open and route

    Identify the customer problem and route it to an accountable owner with a due date.

    Cannot access billing portalTCK-28414 · Service Agent
    Open and routeBy Service Agent

  2. Record response

    Keep real response evidence distinct from notes and preserve the first response.

    Cannot access billing portalTCK-28414 · Service Agent
    Record responseBy Service Agent

  3. Review support link

    Review the submitted account reference and entitlement against the same source revision.

    Cannot access billing portalTCK-28414 · Service Supervisor
    Review support linkBy Service Supervisor
    ApprovalService Supervisor independently approves, rejects or returns the submitted account-support revision with a reason.

  4. Complete support link

    Confirm that the approved link's effects persist before recording completion.

    Cannot access billing portalTCK-28414 · Service Supervisor
    Complete support linkBy Service Supervisor

  5. Verify resolution

    Review the customer outcome under the agreed policy before resolution and closure.

    Cannot access billing portalTCK-28414 · Service Supervisor
    Verify resolutionBy Service Supervisor
    ApprovalService Supervisor reviews the resolution evidence under the customer policy before the ticket is resolved.

  6. Reconcile completion

    Compare operation receipts with linked effects and keep discrepancies visible.

    Cannot access billing portalTCK-28414 · Service Supervisor
    Reconcile completionBy Service Supervisor

Start with Customer to assigned ticket

Inside a record

Connect the customer context

Open any ticket to see its account support links, the roles that work on it, its process stages and its approvals on one page.

  1. 1
    Record details

    Counterparty, Organization, Priority rank and Resolution due at.

  2. 2
    Account support links

    Each line is linked to this ticket.

  3. 3
    Who works on it

    Service Agent, Service Supervisor and Auditor, each with their own permissions.

  4. 4
    Process stages

    Open and route and Submit support link, with the role that acts.

  5. 5
    Approvals

    Review support link and Verify resolution, with who decides.

New Ticket IntakeCannot access billing portal
CRM with Ticketing · Tickets

Cannot access billing portal

Bracken Vale Foods · New

Log activity
1
Record details
CounterpartyBracken Vale Foods
OrganizationTidepath Support Group
Priority rank740
Resolution due at19 Oct
2
Account support links

Cannot access billing portal

ParentOrganizationAccount reference
Shipment tracking has not updatedTidepath Support GroupAccount ACC-2026-104
Replacement part arrived damagedCedarline Support DeskAccount ACC-2026-105
Monthly report is missingElmstead Service CenterAccount ACC-2026-106
Account support links
6
Total open tickets
3,820
3

Who works on it

  • Service AgentManage account support links, record attachments, Tickets
  • Service SupervisorView account support links, Customers, operation receipts…
  • AuditorView account support links, Customers, operation receipts…
4

Process stages

  • Open and routeService Agent
  • Submit support linkService Agent
5

Approvals

  • Review support linkService Supervisor
    Approved
  • Verify resolutionService Supervisor
    Waiting
Example screen with sample data
Approvals

Review the evidence behind the outcome

Prepare assigned tickets, account-support links and attachments. Use the guarded actions for response evidence and protected transitions.

OverviewApprovals
CRM with Ticketing · Overview

Approvals

Signed in as Service Supervisor

Waiting for you

4 To review1 Overdue2 Decided todayOnly mine
0 selectedApproveReturn
  • ASL-21782Account ACC-2026-104
    Shipment tracking has not updatedRequested by Service Agent
    Submitted0dActions
  • ASL-15564Account ACC-2026-105
    New user invite expiredRequested by Service Agent
    Submitted2dActions
  • ASL-68296Account ACC-2026-106
    Service appointment needs changeRequested by Service Agent
    Submitted5dActions
  • ASL-90068Account ACC-2026-107
    Invoice total differs from quoteRequested by Service Agent
    Submitted4dActions

Who approves what

DecisionApprover
Review support linkReview the submitted account reference and entitlement against the same source revision.Service Supervisor
Verify resolutionReview the customer outcome under the agreed policy before resolution and closure.Service Supervisor
2 approval rules · set per role in Proto
Example screen with sample data
Who can approve what
Roles

A workspace for each role

Everyone opens CRM with Ticketing to the work that is theirs. Pick a role to see what it starts with.

Service Agent

Prepare assigned support records; guarded workflows own protected transitions.

This is the first screen this role sees.

OverviewSupport Link Drafts

Support Link Drafts

Account support links · Service Agent

ParentOrganizationAccount referenceLinked atOpen ticketsEntitlement
Shipment tracking has not updatedTidepath Support GroupAccount ACC-2026-10416 Oct740Standard business support
Replacement part arrived damagedCedarline Support DeskAccount ACC-2026-10511 Oct730Priority response plan
Monthly report is missingElmstead Service CenterAccount ACC-2026-10603 Nov630Equipment warranty
Shipment tracking has not updatedJuniper Quay AssistanceAccount ACC-2026-10704 Nov640Portal access support
Service appointment needs changeTidepath Support GroupAccount ACC-2026-10811 Oct520Monthly reporting service
6 of 6 records
Example screen with sample data

Roles and permissions

Reports

See the work that needs attention

Review ticket demand and the evidence behind responses, account decisions and completion.

Overview
CRM with Ticketing · Overview

CRM with Ticketing dashboard

This quarter

Account support links in view
6
Total open tickets
3,820
Draft
6

Tickets by status

How far records got this quarter

StageReachedStep
New43
Triaged2558%
Assigned1560%
Waiting1067%

Priority rank by status

Sample totals per stage

7.0k0
7.0kNew
4.0kTriaged
3.0kAssigned
2.0kWaiting
2.0kResolved
Example screen with sample data
  1. 01Customer Ticket Demand

    Which customers and organizations account for the current work at each priority and state?

  2. 02Owner Workload

    Which assigned tickets need attention against their resolution due dates?

  3. 03First Response History

    What real response established the ticket's first-response evidence?

  4. 04Waiting Evidence Review

    Which pause and resume events explain the waiting work under the service policy?

  5. 05Support Link Progress

    Which account-support records remain in preparation, review or completion work?

  6. 06Revision Decision Trail

    Which source revision did the reviewer approve, reject or return, and why?

  7. 07Receipt Exception Profile

    Which recorded operations need investigation because the result is pending, failed or discrepant?

  8. 08Evidence Visibility Review

    Group record attachments by Parent, evidence type and Visibility with uploaded by and uploaded at for scoped evidence review.

  9. 09Resolution and Return History

    Group Tickets by Counterparty and current Status with resolved at and linked Resolution events to review completed and reopened customer problems.

All reports and dashboards

Who it's for

Support the customers your team serves

See how CRM with Ticketing fits your kind of team.

Business service support

Keep customer eligibility, assigned service work and the evidence behind account decisions together.

Product customer care

Preserve the response and resolution history when a customer problem waits, closes or returns for further work.

Support across organizations

Keep customer work and review evidence within the authorized organizational scope as the support operation grows.

Controls

Retain the history behind each decision

Each stage, from customer problem to evidenced completion, names the role that acts and the status it records, so a change is never anonymous.

OverviewFrom customer problem to evidenced completion
CRM with Ticketing · Process

From customer problem to evidenced completion

Each stage, the role that acts and the status it records

Process stages
12
Approval steps
2
Roles involved
3
Tables touched
9
Open and route
Service Agent
StatusNew → Triaged → Assigned
RecordsTickets
Pause and resume
Service Agent
StatusAssigned → Waiting → Assigned
Submit support link
Service Agent
StatusDraft → Submitted
RecordsAccount support links, Organizations, Tickets
From customer problem to evidenced completion
  1. Start
    Open and routeNew → Triaged → Assigned
    Tickets
  2. Step
    Pause and resumeAssigned → Waiting → Assigned
    Service Agent
  3. Step
    Submit support linkDraft → Submitted
    Account support links
  4. Approval
    Review support linkSubmitted → Approved
    Review decisions
  5. Approval
    Complete support linkApproved → Completed
    Service Supervisor
Example screen with sample data

See each stage in detail

AI agent

Prepare the next review with Proto

Use Proto to prepare customer-support reviews while people retain responsibility for decisions and evidence.

It can

  • Service Agent: Find assigned tickets, gather the customer context and help prepare a clear response or support-link submission.
  • Service Supervisor: Bring the submitted revision and supporting evidence into view before an independent decision, or compare a pending receipt with its linked effects.
  • Auditor: Trace the permitted event, decision and receipt history for the selected ticket without changing the operating result.
  • App Administrator: Check customer and team-member records for the intended organizational context.

Stays with a person

  • The assistant cannot turn an internal note into evidence of a real customer response or accept an account-support request without the designated review.
  • It must respect organizational scope and visibility.
  • Reconciliation cannot repeat an external action simply to discover whether it already succeeded, and external channel actions require their own authorization.
  • Assistant requests, imports and connected operations follow the platform's usage billing.

Set up an agent

Integrations

Connects to the tools you use

Set up connections through ERP.AI and Proto workflows, with every change logged.

  • CRM with Ticketing
  • Customer account systems
  • Customer communication channels
  • Customer directories
  • Identity sources
Data model

Your data, in tables you can change

Every record lives in a table you can see, extend and export. Add fields or whole tables in Proto.

Browse all 10 tables
10tables
  • Customer Context4
  • Ticket Intake5
  • Responses and Waiting3
  • Account Support Links6
  • Resolution and Reopening3
  • Evidence and Reconciliation6
Implementation

Roll out one team at a time

Start with one team and one process, then add the rest once the basics are running.

  1. Choose the pilot problem

    Select a customer request that needs a clear owner and evidence-based resolution. Confirm the customer code, organization and account context with App Administrator before preparing operational records.

  2. Map authority and scope

    Confirm the Service Agent, independent Service Supervisor and Auditor for the pilot. Verify team-member user mappings and organization access. Keep customer administration and user administration distinct from operational approval.

  3. Agree service rules

    Define priority interpretation, resolution due dates and the service-calendar policy. Agree what qualifies as a real response, when work may pause and how the customer outcome is reviewed before closure.

  4. Configure and rehearse reviewed actions

    Prepare an account-support link, submit a fixed revision and exercise approve, reject and return decisions. Verify the persisted effect before completion. Rehearse resolution, same-ticket reopening and the correction of unfinished versus executed scope under the agreed authority.

  5. Reconcile and release the cycle

    Investigate a pending receipt and a deliberate discrepancy without repeating external execution. Check visibility and personal work views using the actual accounts. Expand the operating scope after the participants can explain each handoff from its evidence.

Read the implementation plan

Pricing

$0per user

The base account and everyday work in the ERP.AI app are free, for every user.

  • No per-user or per-seat fees
  • Viewing, editing, approving and exporting records in the app is free
  • Pay only for machine work: API calls, imports, workflows and AI agents
  • Prepaid credits from $5. Purchased credits never expire

Pricing details

Machine work rate card Included per $1 of credit

Machine work rate card
UsagePer $1
Record reads (list, filter, get)20,000
Search or aggregate queries4,000
Record writes4,000
Imported or synced records200,000
Workflow runs2,000
AI agent runs2,000
Scheduled jobs or webhooks20,000
File uploads (MB)2,000
CSV or PDF exports100
FAQ

Questions, answered

Scope, rollout and pricing for CRM with Ticketing.

All questions
How do I get started?

Click Get started, then use Proto to configure CRM with Ticketing for your business. Begin with a customer problem that can be routed to an owner, answered with real response evidence and carried through a reviewed account-support or resolution handoff.

How do tickets stay connected to the customer?

Each ticket identifies the customer and organization as well as the assigned team member. Confirm the customer code and organizational context before adding events, attachments or account-support evidence.

What counts as the first response?

The response action uses real Response evidence and preserves the first response already recorded. An internal Note remains investigation context and does not establish that customer response.

How do we explain waiting work?

Record Pause and Resume events under the service policy agreed during setup. Review their dates and pause information alongside the ticket's due date and service calendar before interpreting the waiting period.

What does the supervisor review on an account-support link?

Service Supervisor reviews the fixed submitted revision, including the account reference and entitlement evidence for the selected ticket. The decision records whether to approve, reject or return the request with a reason.

When is a support link complete?

The guarded action records Completed after the accepted effects have persisted. Review the operation receipt when the result is pending or uncertain; approval alone does not establish completion.

How is resolution verified?

Service Agent records the resolution evidence, then Service Supervisor and the agreed customer policy verify the outcome. The resolution date and subsequent closure should correspond to that accepted evidence.

What happens when the problem returns?

A valid returning problem follows the reopening process on the same ticket. The earlier events remain available so the continuing owner can understand the previous response and resolution.

Can reconciliation repeat a failed account action?

Reconciliation reads the receipt and compares it with linked effects. It does not repeat an external execution. Matching effects support completion; unresolved differences remain visible for review.

What should we test before the first operating cycle?

Test note-versus-response behavior, independent review of the same revision, incomplete effects and a valid reopening. Also check an organization mismatch, attachment visibility and reconciliation that leaves external execution untouched.

Set up CRM with Ticketing your way.

Start free, then use Proto to change fields, steps and approvals before your team goes live.

Start now Download Proto

How to get started

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