The "New Tickets" feature under the "Ekipo Service" module allows users to create two types of tickets for tracking and managing support requests.
Here's how to use this feature and an explanation of each field in the ticket creation form for both types:
Usage:
1. Tickets to Contact:
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Subject: Enter a brief and descriptive subject that summarizes the nature of the support request.
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Name: Specify the name of the contact associated with this ticket.
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Email Address: Provide the email address of the contact.
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Department: Select the relevant department within your organization that will handle this support request.
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CC: If needed, add email addresses in the CC field to carbon copy others on this ticket.
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Tags: Assign one or more tags to categorize the ticket.
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Assign Ticket (Default is current user): Assign the ticket to a specific user, with the default option being the current user. This designates responsibility for handling the ticket.
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Priority: Indicate the priority level of the support request.
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Service: Specify the service or product related to this support request.
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Ticket Body:
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Dropdown (Insert Predefined Reply): Select from predefined replies to provide standardized responses or solutions.
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Dropdown (Insert Knowledge Base Link): Insert links to knowledge base articles that can assist in addressing the issue.
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Text area to Add Details of the Ticket: Use this space to provide specific details and additional context regarding the support request.
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2. Tickets without Contact (In addition to the fields above, this type includes):
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Contact Dropdown: Specify the contact associated with this ticket from a dropdown list of available contacts.
Actions:
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Save Button: Click the "Save" button to create and save the new support ticket with the provided details. This action records the ticket in the support system for tracking and resolution.
Figure 1 New Ticket