from
the main menu.e11 Help Desk Software Manual for customer support & service software
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Creating a Ticket helps representatives to manage the clients’ requests more effectively. A ticket can be created every time a client contacts, through email, fax or telephone, using this form.
To Create a Ticket:
1.
Click on from
the main menu.
2. Enter the information in the following required fields.
Required Fields |
|
Field |
Description |
|
Client |
The client you wish to create this ticket for. |
|
Status |
Status means the current position of the ticket at a particular time (i.e. open, fixed, escalated, awaiting customer response, deferred, draft, cancelled, closed, routed, etc.). |
|
Assign To |
The representative you wish to assign this ticket. |
|
Ticket Channel |
The method the clients query reached you (i.e. Telephone, Email, Fax, etc.) |
|
Priority |
Rate a ticket as Normal, Important, Very Important, Urgent, etc. depending on the level of urgency. Remember, the administrator can configure more priority types like Normal, Urgent, etc. |
|
Ticket Subject |
The subject matter of the ticket, i.e. what the ticket is all about. |
|
Category |
A classification of the ticket. |
|
Ticket Body |
Details of the ticket. By default plain text formatting is used. You can format the text in HTML by clicking HTML. |
3. You can also add information in the following optional fields.
Optional Fields |
|
Field |
Description |
|
Account ID |
An account is a unique identifier, which represents an organization and contains multiple clients. |
|
Ticket Type |
A unique identifier to define the ticket, assign a Ticket Type as Urgent, Problem or a Suggestion. |
|
Asset Name |
Associates an asset to a ticket. An asset can only be attached to a ticket, if it is assigned to a client account. |
|
Due Date |
Enter the last date of the ticket until which the ticket must be solved. |
|
Notes |
Add additional notes, if any, for the ticket. These notes are only visible to the representatives and cannot be viewed by the client. |
|
Update Client via E-mail |
Select this, to send updates to the client via E-mail. |
|
Work Time |
Clock timer can be started, stopped or reset while working on tickets, to view work time for solving a ticket. |
4.
Click 
to
generate the ticket.
See also:
To add an attachment, click attachment 
. A window will pop-up allowing you to upload unlimited attachments.
Click on Answer Book 
to select
an answer and click on migrate to move it to the Ticket Body.
Click on Spell Checker 
to
check the spellings on your ticket. Please note, this facility is not
supported on windows based environment.