Learn the concept
This is the step-by-step. For what it is and how it fits the bigger picture, read Tickets in the reference.
This is the step-by-step. For what it is and how it fits the bigger picture, read Tickets in the reference.
What this does
A ticket is one support request. You log it, assign it, talk it through with threaded replies, and close it when it is resolved.
Open Tickets
Go to Menu > Service > Tickets.
Raise and assign
- Click Create. Give it a Title and Summary, and set the Requestor (a customer or a staff member).
- Set the Category, Priority, Team and Assignee so it reaches the right person.
- Confirm to open the ticket.
Work it
- Add posts to the ticket: replies and updates, with attachments, kept as a thread.
- Filter your list by Only My Ticket, Only My Team or by status, priority and assignee.
- Merge duplicate tickets into one so the history stays together.
- When it is done, Complete it. You can Re-Open or Cancel (with a reason) as needed.
Good to know. Tickets a customer raises through their portal land in the same list, assigned to the right team, so nothing falls through the gaps.
Related
- Set up a service customer and portal
- Set up teams, priorities and categories