Navigation: Go to Tickets.
How do I create a ticket?
Click New Ticket in the top right.
Enter a Ticket Title (up to 75 characters) and a Message. Both are required.
Select the Ticket Type. This is required.
Optionally select a Company and one or more Assets.
Fill in any custom fields and attach parts if configured for the ticket type.
The message is added to Comments for internal ticket types and to External Chat for external ticket types.
Parts added to a ticket appear in its Parts tab. Stock is not deducted when parts are added to a ticket.
How do company and asset selections work?
Selecting a company shows only that company's assets.
With no company selected, all assets are available. Selecting an asset that belongs to a company selects that company too.
Selecting an asset with no company means only other assets with no company can be added.
Can I create a ticket from an email?
Yes. On the email detail page, use Create Ticket to create a new ticket, or Assign to Ticket to add the email to an existing one.
What tabs are on a ticket?
External Chat (external ticket types only): your conversation with portal users. Anything you send here is visible to them in the portal. You can mention internal users and portal users who have access to the ticket.
Comments: internal only and never visible to your customers. You can mention internal users who have access to the ticket.
Emails: switch between your configured email addresses, click Compose to write an email, and see unread counts for each thread. Emails are marked as read when you open them.
Activity Log: every change made to the ticket.
What is in the ticket sidebar?
Details: Status (Open by default), Assignee (multiple allowed), Team, Ticket ID, Created Date and Created By
Company, Assets and Work Orders
Custom Fields configured for the ticket type
How do I assign a company or assets?
A ticket can have one company. Once assigned, it cannot be removed.
A company cannot be assigned once a work order exists on the ticket, or if assets with no company are attached.
You can add multiple assets. If a company is assigned, only that company's assets can be chosen. If not, choosing an asset that belongs to a company assigns that company automatically.
Once assigned, assets cannot be removed.
How do I edit a ticket?
Click the ellipsis (⋯) in the ticket header and select Edit.
Change the Ticket Title or Ticket Type.
If you change the type, fill in any required fields for the new type before saving. Internal types can only be changed to other internal types, and external types to other external types.
Can I edit a closed ticket?
No. Nothing can be edited once a ticket is closed. To edit a ticket that has already been closed, reopen the ticket to make changes.
What happens when I delete a ticket?
Work orders created from the ticket are not deleted. They are simply no longer linked to it.
Who can create and assign tickets?
Role | Create tickets on | Assign tickets to |
Admins and Owners | All assets | All internal users |
Global Supervisors | All assets | Other global members |
Global Technicians | All assets | Themselves only |
Team Supervisors | Their team's assets | Their team members and themselves |
Team Technicians | Their team's assets | Themselves only |
Team Supervisors and Team Technicians can open tickets with assets from several teams, but only see their own team's assets.