Templates for Ticket Types

Create templates for your most common types of service calls – streamline the time it takes CSRs to create and resolve tickets for your subscribers.
To add a new Ticket Type:

1. Open Settings.
2. Go to Application > Ticket Types.
3. Click the “Add New Template” node.
4. A new node called “New Template” appears.
5. In the text field on the Template panel, replace “New Template” with the name of the Ticket Type you want to add.
   
6. Write the template in the text area provided.You can also leave it blank.
7. Click Save.

To edit a Ticket Type:

1. Open Settings.
2. Go to Application > Ticket Types.
3. Click the Ticket Type you want to edit.
4. Click Save to overwrite the previous template OR click Save As to save it as a new Ticket Type. You can also click Insert to insert a system variable, or Restore to discard unsaved changes.

To delete a Ticket type:

1. Open Settings.
2. Go to Application > Ticket Types.
3. Right-click on the Ticket Type you want to delete.
4. Click Delete.
5. Click OK in the confirmation window.

Managing Tickets
When you click the Ticket and Schedule icon in the toolbar, a menu of available tasks appears.

• Ticket and Schedule Manager – Opens the Ticket and Schedule Manager.
• Add New Template…  – Opens the Settings window if user has rights.
• Add New Ticket… – Adds a ticket without a default Ticket Type.
• [Ticket Type] – Adds a ticket with the chosen Ticket Type.

In the Add Ticket window, there is a Type combo box that allows you to categorize the tickets added into the system.

• Add New… – Appears when user has rights. User can add a new Ticket Type on the spot.
• Ticket Type icon – There is a template for that ticket type.
• Pencil icon – Appears when user has rights to edit the ticket; opens the Settings window to edit the ticket.

In the Edit Ticket window, when changing the ticket Type, the following change options are available:

• Do not use template of selected type and keep my content – Changes the type and leave everything else as is.
• Replace my content with template of selected type – Changes the type and, if the new type has a template, the old template, with its contents, will be replaced with the new one.
• Append template of selected type to my content – Changes the type and, if the new type has a template, the new template will be appended to the bottom of the old one.