Adding a Ticket from the Staff Area

Both Users and Staff members can submit tickets within the Help Desk Software Chat Software. The options available to a staff member submitting a ticket are broader, allowing them to include various tracking elements and internal information about a ticket that the users will not see. As well, you can create new users from the ticket system.

STEP 1: Sign in as a Staff Member

Sign in to the Help Desk Software chat software as a staff member. You will be directed to the staff panel, here you should select Add Support Ticket

STEP 2: Enter or Create a User

Support Tickets are associated with users, you have the option of selecting an existing user, entering a new user or adding the ticket without a user, which means any correspondence with the individual will be through email. If you choose to create a user, you will be prompted to give them a username, a password, and enter their email address.

STEP 3: Enter Ticket Details

Enter the subject of the support issue. Select the level of importance, ranging from low to high. You should choose which department the ticket is being sent to, and determine if the ticket should be flagged with a specific color. Color flags can be used to organize your tickets internally. If you choose to directly assign the ticket, it will only be available to view and search by a specific staff member. Enter any internal tracking information and upload any documents. Enter the full text of the support issue in the Original Question box. If you check notify user via email you will communicate with them by email in the future. You can also CC other individuals in these emails. You can also view more features by checking show optional features, and you can add a reminder about the ticket to the system by checking its box. Click update.

STEP 4 (Only when adding users): Enter information in Custom Fields

If you have configured custom fields and are adding a new user, you will be prompted to fill in the custom fields before continuing, enter their data and select update again.

STEP 5 (Optional): Update optional features

The optional features page allows you to take ownership of the ticket, limiting access of other staff members. You can also use the ticket as a basis for a new Kbase article, if you select this option, you will be taken to the add article screen where you can create an article for your Kbase. Finally, you can enter the amount of time you spent working on the computer if your system uses that information. Click update and the ticket will be added.