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Documentation Series

Learn About VISP App Dashboard

Ticket Types

For UBO or desktop (Java) version, refer to this link.

Creating templates for common types of service calls can streamline the time it takes to create and resolve tickets for your subscribers.

Here’s how to add a new Ticket Type:

  • Go to Main Menu > Ticket Types.
  • Click the “Add New Template” button.

  • Add the label or title of the ticket.
  • Enter a summary for the ticket template.
  • Enter notes, a brief description or instructions.The body of the ticket template may contain notes, instructions or fields which your installers, technicians or even subscribers can fill out.
  • Use the insert button to insert codes or fields that can be  added to the template. The merge codes are auto-populated with subscriber information.

  • Set a time limit for the ticket or service. For the technicians or installers, you can limit the number of hours or minutes they spend completing the ticket’s service.
  • Ticket Update Requirements. Set the conditions before a ticket can be updated, closed or resolved.
  • Add automatic followers to the ticket. Managers or subscribers can be tagged here so they’re automatically included as the followers of the ticket.
  • Click save to add the new ticket template.

1. Send Service Ticket Emails

To send email notifications or replies to your customers’ service tickets, first enable the Email option in the Messaging Service. Click on the Pencil icon and toggle Enable Email In the Email From Options field, enter an email address following this format:…

2. Ticket Types

For UBO or desktop (Java) version, refer to this link. Creating templates for common types of service calls can streamline the time it takes to create and resolve tickets for your subscribers. Here’s how to add a new Ticket Type: Go to Main Menu > Ticket Types….

3. Create and Schedule a Ticket

You can create a new ticket by opening a subscriber profile and clicking on the plus sign in the Tickets section or by clicking on the plus sign in the upper right corner of the window. Here’s how to create a new ticket: Type: Select a ticket an available ticket…

7. Service Desk

It’s no secret: subscribers love customer service that’s fast and efficient. But there’s always that big question of exactly how you can provide excellent customer service without getting frazzled or having to spend a ton. With the Service Desk feature, it’s…

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