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Templates for Ticket Types

by | Jul 13, 2015

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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.
    ticket_addTemp
  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.

ticket_edit
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.ticket_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_menu

  • 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.

ticket_save
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.

ticket_edit

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