Ticket Details
- Click 'Staff Panel' > 'Tickets' > 'Open' (...or select a different ticket category as required)
- Click on the number of the ticket you want to open
Tickets can be single stage or multi-stage depending on the category to which the ticket belongs.
- Single stage ticket - Can be closed by the department/staff member to whom it was assigned. You can configure this in 'Admin Panel' > 'Manage' > 'Ticket Categories'.
- Multi-stage tickets - Multi-stage tickets are suited to more complex issues which require input from more than one department. The ticket is auto-assigned to the next department or staff member after each stage is closed. See Ticket Categories to read more about this.
The ticket details screen contains multiple sections. Click the following links to jump to the section you need help with:
- Title
bar - Controls to manage the ticket.
- Ticket Information - General details about the ticket.
- Ticket Workflow- Appears only for multi-stage tickets. Displays the status of successive stages of the ticket.
- Ticket Actions - Take various actions on the ticket - post replies and notes, record time spent, assign the ticket, generate quotes for materials and more.
- History - A list of ticket activities.
- Material Details - Billable materials and expense items added to the ticket.
- Time Spent - Time spent working on the ticket by all contributing staff members. This includes time recorded automatically during each service session, and manually added time. The table also shows how much of the time is billable.
- Staff - View staff members associated with the ticket and add new staff.
Click the following links to find out more:
- Process - Quick edit feature. Reassign the ticket, update ticket details, change due-date, add collaborators.
- Remote Control - Establish a remote desktop connection to the device that generated the ticket. Only available for tickets auto-generated by the Endpoint Manager module.
- Materials - Add billable items and expenses which were used to resolve the issue.
- Schedule - Create or modify the ticket schedule. The schedule sets the start and end time of the ticket.
- Create a Knowledgebase article - Use the ticket and responses as the basis of a new support article.
- Change the ticket owner – Ticket owner = End user who submitted the ticket, or on whose behalf the ticket was created.
- Claim a ticket – Assign the ticket to yourself.
- Manage forms - Add forms to a ticket to request more information. Once added, the form can be completed by a staff member in the ticket edit screen, or by the user in the web portal.
- Click the 'Ticket Information' stripe
- The ticket information box shows the user who raised the ticket, the ticket status, the assignee, due date, billable time, and more.
- The number of fields that are displayed depends on the 'Forms' added to the ticket. See 'Forms' for more details.
- You
can edit these details, if required. See 'Edit
the ticket' for help with this.
- Priority: The criticality of the ticket. Priority can be inherited from the ticket category or department, or set manually during ticket creation. Staff can also change the priority of the ticket while it is in progress.
- See Appendix 2 - Ticket Priorities for general advice on assigning priorities
- Department: The name of the department to which the ticket is assigned. Staff can change the department as required and can assign it to a different staff member in the new department. See Edit a ticket for more details.
- Create Date: The date and time at which the ticket was received.
- User: The name of the user who created the ticket, or on whose behalf the ticket was created by an agent.
- Tickets auto-submitted by a managed device have the name of the device owner as the ‘user’.
- The number beside the user name shows the quantity of tickets raised by the user
- Click the number to manage the user, the user’s tickets tickets, and the company to which the user belongs. See 'Manage Users' and 'Manage Customers' for more details.
- Email: The email address of the user who created the ticket, or on whose behalf the ticket was created by an agent. Tickets auto-submitted by a managed device state the email address of the device owner.
- Customer: The company to which the user belongs.
- Phone: The contact number of the user.
- Device Name - The label assigned to the device.
- This is only shown for tickets auto-created by Endpoint Manager.
- Click the device name to view more details about the device.
https://help.itarian.com/topic-459-1-1005-14892-View-Summary-Information.html for more details of the information contained in this interface.
- See
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Source: The channel through which the ticket was created. Possible values are 'Web', 'Phone' and 'Email'.
-
Assigned To: The name of the staff member to whom the ticket is currently assigned. You can re-assign the ticket to a different staff member/agent from the 'Actions' area. See Reassign Ticket for more details.
-
SLA Plan: The service level plan associated with the ticket. The SLA can be inherited from the ticket category or the department. Staff can change the SLA if required while working on a ticket.
-
Due Date: The date and time before which the ticket should be closed. The due date will be auto-generated based on the SLA plan and the department, or manually set by an agent during ticket creation. You can change the due date by editing the ticket.
-
Category: The ticket category that was selected by the user when creating the ticket.
- Last Message: The date and time at which the most recent reply was received from the user.
- Last Response: The date and time of the most recent reply was sent or a note was posted by a staff member.
- First Reply: Date and time at which the first response was send to the user by a staff member.
- Last Update: The date and time at which the ticket was most recently updated.
- Asset Type: The type of item which the ticket concerns. For example, 'Workstation', 'Printer', 'Server' etc. The asset type can be chosen when creating the ticket. This helps to determine the billing rate.
- Ticket Type: The broad class of issue as chosen by the user or staff member who created the ticket. The options available are 'Alert', 'Order' and 'Problem'.
- Ticket Sub Type: Specific issue type as chosen by the person who created the ticket. For example, 'Overheating' may be a sub-category of 'Problem'.
- Resolution: A description of the fix/solution. Alternatively, this may contain a description of the steps taken so far, and those that remain, in order to bring about a fix. This is set by the staff member attending to the ticket.
- Click the 'Ticket Workflow' stripe
- This box only appears for multi-stage tickets. It shows all stages added to the ticket based on the ticket category.
- Specific departments and staff members can be assigned responsibility of each stage.
- Once a staff member has completed their stage, the ticket is auto-assigned to the next department/staff member.
- This process will continue till the final stage is completed and closed.
- A ticket can be moved to the previous stage by clicking 'Revert stage'.
- You have the option to send a notification to staff and the user whenever a ticket transfers from one stage to another. This must be configured in the ticket category. See Ticket Process Options in Ticket Categories for more details.
- Click the 'Ticket Actions' stripe
-
Click the 'Post Reply' tab
- To: The recipient's email address.
- 'Do Not Email Reply' - the response is not emailed to the user. The user can view the response on the web portal.
- CC: Add more recipients for the response mail.
- Collaborators: Add people who also worked on the ticket as additional recipients.
|
Note: You can assign collaborators to a specific customer. These collaborators are automatically added to tickets belonging to the customer:
See Manage Customer Details if you need more help with this. |
- Click the 'Recipients' link to view and manage the list of collaborators:
- Click 'Add New Collaborator' to add additional collaborators
- You can add an existing user as a collaborator, or create a new user:
Click 'Save Changes' for your changes to take effect.
- Response: Type a reply in the text editor or select an option from the drop-down:
- Original Message: The first message sent by the user.
- Last Message: The most recent message sent by the user.
- Canned Responses: Send a preset response to the user. You can create canned responses in the knowledgebase section ('Staff Panel' > 'Knowledgebase' > 'Canned Responses'). See 'Canned Response' for more.
- To clear the response from the editor, click the trash can icon at the top right side.
- Attachments: Click the 'Browse' button to add attachments to the response. To remove the attachment, click the file and select 'OK' in the confirmation screen.
- Time Spent: The timer shows the time spent on the current service session
- Select 'Billable' to charge the customer for time spent on the issue.
- Service Type: Choose the kind of service offered during the session. The charges are calculated based on the time spent, asset type mentioned in the ticket, and the service contract you have with the customer company.
- Signature:
- None - Means you can either send with no signature OR type a custom signature in the editor.
- 'Dept. Signature' - Use the signature of the department to which the ticket is assigned.
- Ticket Status: Select 'Close on reply' if your response will complete all possible work on the ticket. The ticket is automatically closed when the response is sent to the user.
- Resolution: Choose 'Set Reply as Resolution' if you want the message entered in the 'Response' field to be considered as the issue fix/solution.
The resolution field of a ticket indicates its current place in your workflow. It is a communication of ticket progress rather than a definitive ticket status like 'Closed', 'Open' etc. This option means your note will also become the ticket's current resolution status.
Example. A resolution status of 'Resolved' means a fix has been implemented and is ready for testing. A ticket status of 'Closed' means the resolution has been verified and no further work is required on the ticket.
- Click the 'Post Reply' button to respond to the ticket.
- Note Title: Enter a short summary for the note.
- Note Details: Enter any comments, notes, reminder or reason for pausing the ticket in the in the text editor
- Attachments: Click the 'Choose File' button to add attachments to the note. To remove the attachment, click on the file and select 'OK' at the confirmation screen.
- Time Spent: The timer shows the time spent on the current service session
- Select 'Billable' to charge time spent on the ticket to the customer.
- Service Type: Choose the kind of service offered during the session from the drop-down. The charges for the current session are calculated from the time spent, the asset type that was worked on, and the SLA you have with the customer.
- Ticket Status: Select the state to which the ticket is to be changed, from the drop-down.
- Resolution: 'Set Reply as Resolution' - The message you type in the 'Response' field is the fix for the issue.
The resolution field of a ticket indicates its current place in your workflow. It is a communication of ticket progress rather than a definitive ticket status like 'Closed', 'Open' etc.
Example. A resolution status of 'Resolved' means a fix has been implemented and is ready for testing. A ticket status of 'Closed' means the resolution has been verified and no further work is required on the ticket.
- Click the 'Post Note' button. The note is saved, the work time is added to the ticket and the status of the ticket will be changed as chosen from the 'Ticket Status' drop-down.
The
ticket category determines the department to which the ticket is
assigned. The category is chosen by the user when they first create
the ticket.
You can change the department if required.
- Click the 'Dept. Transfer' tab in the 'Ticket Actions' pane to assign the ticket to another department. Note - department transfer is not available for 'Paused and 'Overdue' tickets.
- Department: Select the department to which you want to reassign the ticket
- Comments: Enter any notes or reasons for changing the department.
- Click the 'Transfer' button to assign the ticket to a different department.
Tickets that are already assigned to a staff member can be re-assigned to a different staff member.
- Click the 'Assign Ticket' / 'Reassign Ticket' tab in the 'Ticket Actions' pane.
- Assignee: Select the staff member to whom you want to reassign/assign the ticket from the drop-down.
- Comments: Enter any notes or reason for changing the staff member.
- Click the 'Reassign' / 'Assign' button to assign the ticket to a different staff member.
Initiate Quotes for Products/Services
Comodo Quote Manager (CQM) allows you to generate price quotes for products and services (more details at https://help.itarian.com/topic-452-1-958-13358-Introduction-to-Quote-Manager.html).
Quotes
can also be generated by Service Desk tickets then pushed to Comodo
Quote Manager.
You must enable quotes in a department to use this feature. Go to 'Admin panel' > 'Staff' > 'Departments' > click on a department > enable the 'Quote' feature.
Initiate quotes from a ticket
- Ensure the quote feature is enabled for the department. Click ‘Admin Panel’ > ‘Staff’ > click department name > enable the 'Quote' feature.
- Ensure the ticket is assigned to you. If not, click 'Claim' to assign the ticket to yourself.
- Click the 'Ticket Actions' stripe to open the 'Ticket Actions' pane, if not already opened.
- Click the 'Create Quote' tab.
- Enter a message in the 'Notes' field for the staff member attending the Quote Manager console.
- Click 'Create'
- A draft quote will be generated in the Quote Manager console:
- Click the 'Quote#NN' link to view the draft quote in the Quote Manager console:
The 'Ticket Thread' pane contains a log of all actions taken on the ticket. Actions can be messages from the user, replies from staff, reassignments, addition of materials, status updates and more.
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Click the 'Subject:[summary of the ticket] stripe to open the 'Ticket Thread' pane.
- The number beside the 'Ticket Thread' text shows how many actions have been taken on the ticket.
- The 'Ticket Thread' pane contains five actions by default. Click 'Show all threads' at the bottom to view all items.
- The header color of each action lets you easily identify the type of action:
Yellow - System events or internal notesBlue - Response from end-usersOrange - Replies sent to end-users
- Use the check boxes at the top to filter the actions based on their type
- Click 'Sort by Date' at the top right to sort the entries in ascending or descending chronological order.
View materials / expense items added to the ticket
- The 'Materials Details' pane shows materials and expenses incurred when fixing the issue.
- Materials are added by staff members and must be approved by an administrator.
- The total cost of approved items is displayed at the bottom.
- If a material/expense item has been rejected then the reason is displayed under 'Status'.
View the materials added to a ticket
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Click the 'Material Details' stripe to open the 'Material Details' pane.
- Staff members can add items and their cost by clicking the 'Add Material' button at the top of the ticket. An administrator must approve the item before its cost is added to the ticket.
- See Add Materials to the ticket for more details.
View and manage time spent on the ticket
- The 'Time Spent' pane shows the cumulative time spent by all staff on the issue so far. Billable time is shown on a separate row.
- Time spent is automatically recorded when the ticket is open. Staff can also manually add any 'on-site' time.
- Each service session on the ticket is shown as a separate row:
View and manage time spent on a ticket
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Scroll down and expand the 'Time Spent' stripe
Start - Date and time the session began.
End - Date and time the session finished.
Time - Length of the session.
Service Type - The kind of service provided during the session. Possible values are:
- Onsite
- Remote
- Telephone
Staff - Name of the staff member who provided the support.
Billable - Whether or not the customer will be charged for the session.
Manual - Whether or not the
any time was added manually by staff. For example, to cover time
spent during a site visit.
Action - Controls for editing and removing a session:
- Edit the time spent
- Delete the item
There are two ways time spent can be added to a ticket:
- The 'Time Spent' counter will automatically start when a staff member opens a ticket assigned to them. The counter is shown in the 'Time Spent' field near the bottom of the page:
-
Staff can pause, resume and reset the timer as required.
- After concluding a session, staff can choose the type of service provided and select whether the time is billable. See Post a reply and Post an internal note for more details.
- Staff assigned to the ticket can manually add time for themselves or for other staff members that have been added to the ticket. This is useful for recording time that was not automatically recorded . For example, time spent during an on-premise visit.
- Staff that are not assigned to the ticket can only add time for themselves.
- The option to manually add time must be enabled by an admin in 'Admin Panel' > 'Settings' > 'Tickets' (Under 'Time Settings'). See Ticket Settings and Options if you need help with this.
Manually add time to ticket
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'My Tickets', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Click the 'Time Spent' stripe to open the 'Time Spent' pane
- Click
the 'Add Work Time' link in the left-corner of the table
Staff - The drop-down lists staff assigned and staff added to the ticket. Select the staff member for whom you want to add time.
Start Time and End Time - Click inside the 'Start Time' and 'End Time' fields then enter the date/time manually, or select the dates from the calendar. Click 'Now' to use the current date/time as the start or end time.
Duration – The field is auto-calculated as the difference between the start time and end times.
- Click 'Done' in the calendar after selecting the date and time.
Service Type – Choose the service type offered during the session:
- Specify whether the time is billable by selecting the checkbox
- Enter any comments in the 'Comment' text box. This will be added to ticket activity
- Click 'Save'.
The time spent is added to the list.
View and manage staff assigned to a ticket
- The staff box shows staff assigned to the ticket and the time they have spent on it.
- You can manually add staff as required.
View and manage staff added to a ticket
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Scroll down and click the 'Staff' stripe.
Staff - The name of the staff member added to the ticket. Click the name to edit the member's details.
Start - The date and time at which the staff member started working on the ticket.
End - The date and time at which the staff member finished working on the ticket.
Time Zone - The time zone of the staff member.
Action - Controls for
editing and removing staff.
Add a new staff to the ticket
- Click the 'Add Staff' at the top left of the table
- Choose the staff member from the drop-down
Hours: Enter the approximate period of time the staff member worked on the issue. This is only a rough indicator which will not be added to the actual time spent on the ticket
- If required, you can manually add time to the ticket for the staff member as described here
- Click 'OK'.
The staff member is added to the ticket.
Quickly edit, reassign, or add collaborators to a ticket
- The 'Process' feature lets you reassign a ticket, update user information, change ticket category/department, add collaborators, and more.
- This feature is available for all ticket categories except closed tickets.
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Tip: You can also process a ticket without opening it. See Edit, reassign, or add collaborators to a ticket in Manage Tickets for more details. |
Use the process option
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'My Tickets', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Click the 'Process' button at the top
User Information
- User name: The person who submitted the ticket, or on whose behalf the ticket was created by a staff member. This is pre-populated. Click 'Change' to select a different user.
- Issue Summary: Brief description of the issue. Update if required.
- Issue Description: Ticket description provided by the creator of the ticket. This is not editable.
- Ticket Source: The channel through which the ticket was created. The options available are 'Phone', 'Email', 'Web', 'API' and 'Other'. This is pre-populated and can be updated if required
- Category: The help topic under which this ticket falls.This is pre-populated and can be updated if required. See 'Ticket Categories' for more details.
- Sub Category: Specific issue type as chosen by the person who created the ticket. For example, 'Overheating' may be a sub-category of 'Problem'.
- Department: The department to which to the ticket is currently assigned. This is pre-populated and can be updated if required.
- SLA
Plan: The service level plan associated with the ticket. Use the
drop-down menu to change the plan if required. The option chosen here
will prevail even if the SLA plan for the 'Ticket Category' and
'Department' is different.
- Time Spent: Cumulative time spent on the ticket by all contributing staff members. This total includes time recorded automatically during service sessions and time manually added by administrators/staff.
- Due Date: The date and time by which the ticket should be closed. Change the date and time if required. This will override the date generated by default.
- Resolution: A description of the fix/solution. Alternatively, this may contain a description of the steps taken so far, and those that remain, in order to bring about a fix. This is set by the staff member attending to the ticket. Change the resolution if required.
Assign the Ticket
- Assignee: Person who is currently responsible for the ticket. You can change the assigned staff member if required.
- Comments: Enter instructions for the assignee or reasons for the assignment.
- Add people who also worked on the ticket as additional recipients for ticket updates.
- Click 'Add New Collaborator' to associate new or existing users with the ticket.
- Type the first few letters of username/email address of existing users in the 'Search' box at the top and select the user to add an existing user/staff
- Enter the email address, full name and other details, to add a new user
- Click 'Add User'
- Repeat the process to add more collaborators
- Click the 'Process' button after you have made your changes. The ticket is updated per the new details.
Take remote control of Windows
or Mac endpoint
Remote control lets you make a remote desktop connection to the Windows or MAC device which generated a ticket. This helps staff solve issues, install third party software, or run system maintenance.
- 'Remote Control' is available only for tickets generated by Endpoint Manager (EM).
- There are two ways in which EM can add tickets to Service Desk:
- Automatic - EM can monitor endpoints and generate a ticket if certain conditions are met. For example, generate a ticket if RAM usage exceeds 90%.
- Manual - Endpoint users can create a ticket by right-clicking the EM system tray icon:
- You need to install 'Remote Control by ITarian' on their local computers (the computer they use to log into Service Desk).
- You will be offered the opportunity to install this software when you attempt to takeover an endpoint for the first time.
- Once installed, you can take control of the endpoint from the ticket.
- The viewer also supports clip-board sharing so you can copy files between your computer and the endpoint.
- If the managed endpoint has a multi-monitor setup, you can view individual monitors or all monitors at once.
Download and install the Remote Control application
Download RC from the Service
Desk
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'My Tickets', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Click the 'Remote Control' button
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Reminder: The 'Remote Control' button is available only for tickets generated by the Endpoint Manager. |
- Click 'Download Remote Control by ITarian' under 'Step 1'
Next: Install the application
Download RC from ITarian Console
- Login to your ITarian account and click 'Tools' at the top
- Click the 'Download' button in the 'Remote Control by ITarian' tile:
- Select the operating system of your admin machine, click 'Download' and save the setup file.
- Launch the set up file to start the installation wizard:
- You must read and accept the end user license agreement before continuing. After doing so, click 'Install' to start the installation.
- After installation is complete, click 'Launch' to start the application.
Use the desktop application for remote control
- Once RC is installed, you can take remote control of a Windows / Mac endpoint from the 'Ticket Details' interface.
Take remote control of a device
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'My Tickets', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Click the 'Remote Control' button
|
Reminder: The 'Remote Control' button will be available only for tickets generated by the Endpoint Manager. |
- Click 'link' under step 2:
Next, you need to select the application to open the link.
- Click 'Open Remote Control by ITarian'.
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Note: If a newer version of the application is available, please download it to continue. |
The RC application starts:
- Click the 'ITarian' tab then enter your ITarian username and password
- The region selector allows you to choose the ITarian hosted service closest to your location. Select the location nearest to you for the best performance / fastest connection.
- Click
'Sign In'
- If 'Two-Factor Authentication' is enabled for your account, then you have to enter the authentication code generated in the 'Google Authenticator' app on your mobile device.
- Enter the code and click 'Submit'
The application opens with a list of devices added to Endpoint Manager. The endpoint associated with the ticket is pre-selected for remote desktop connection:
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Tip: Alternatively, you can launch the RC application from your desktop and select the target endpoint
|
or the system tray icon 
A request message is shown on the end-user desktop:
- The
connection is established once the user clicks 'Allow', or if the
does not respond within 30 seconds.
- The following notification appears once the session is active:
- The user can terminate the connection by clicking the 'End session' button.
The 'Remote Control' interface shows the desktop of the remote computer:
- You can now interact with the target device to perform tasks as required.
- The client interface contains the following menus and settings:
 |
Full Screen - The remote desktop will cover your entire display, without the operating system's window-framing interface.
|
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Position - Click and drag the tool bar to your preferred location. |
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Pin - Pin or unpin the tool bar to the title bar in full screen view. |
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Minimize/Maximize - Show/hide tool bar options. |
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Actions - Send control commands to the endpoint.
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View - Change the display size of the remote desktop. The available options are:
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Multi-Screen - The multi-screen icon only appears if the target point endpoint has a multi-monitor setup. The drop-down shows all monitors connected to the endpoint and allows you to choose which to view. 
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Help - Shows the 'About Remote Control by ITarian' dialog which shows version number and copyright information.
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Admin Device |
Managed Remote Device |
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|---|---|---|
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Windows |
Mac OS |
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Windows |
'Windows' key is sent only to the remote device Shortcuts in combination with 'Windows' key are applied only to the remote device |
'Windows'/'Command' key is sent only to the remote device. Exceptions:
PRINT SCREEN and NUMLOCK are not sent to remote device NumPad digit keys always behave as arrow-keys on Mac OS 'Context Menu' key is sent as zero scan code and appears as key 'a'. |
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Mac OS |
All Shortcuts with 'Windows'/'Command' key are applied to the remote device, except 'Windows'/'Command' key+Esc Command+Tab - Switches between applications F11 - Shows desktop Ctrl +Up Arrow - Shows all Windows Ctrl+Down Arrow - Shows active application Window |
If Apple is keyboard used: Media buttons (e.g. PLAY , STOP, MISSION CONTROL), POWER, EJECT keys and all system shortcuts with these keys are applied only to the local device. Shortcuts with COMMAND are applied to the remote device, except 'COMMAND' key+Esc
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- Full list of Windows keyboard shortcuts - https://support.microsoft.com/en-us/help/12445/windows-keyboard-shortcuts
- Full list of MAC keyboard shortcuts - https://support.apple.com/en-us/HT201236
Add materials / expense items to the ticket
- Staff can add components, consumables and expenses to a ticket which were used when resolving an issue.
- Materials and expenses added to a ticket need to be approved by an administrator. Only then will they be charged to the customer.
- The 'Material Details' pane in the 'Ticket Details' interface shows all existing materials on the ticket.
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Tip:
|
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Click the 'Add Material' button at the top:
- Start typing the name of the material in the search dialog. Select the material from the suggestions that appear
- The material is added to the list
- Enter the charge for the material in the 'Cost' field
- Repeat the process to add more items
- Click 'Save' to add the list of items to the ticket
- You can view all materials on a ticket by expanding the 'Material Details' pane of the 'Ticket Details' screen:
New items will have an approval status of 'Awaiting'.
- Admins can approve or reject expense items by going to 'Admin Panel' > 'Staff' > 'Material Approval'.
- See Material Approval if you need more help with this.
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Tip: Staff can view the materials/expense items that they have added to a ticket by going to 'Staff Panel' > 'Tickets' > 'Materials'. See View Details of Materials/Expense Items added to Tickets in the previous section, Manage Tickets, for more details. |
Create a schedule for the ticket
A task schedule allows you to pick a time-slot in the future to start a ticket. For example, you could create a schedule for task that involves an on-site visit.
- The schedule will be added to your calendar. See Manage Calendars if you need more help with calendars.
- You can re-schedule a ticket at anytime. Your calendar will be updated according to the new schedule.
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Tip: You can also create a schedule for a ticket without opening it. See Schedule a Ticket in Manage Tickets for more details. |
Create a schedule for the ticket
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Scroll down to the actions pane
- Click
the 'Schedule' button
Your calendar will open with the ticket details shown on the title bar:
- The current week is shown by default. Use the '>' button to move to the next week / day
- Double-click on the time slot you want to assign to the ticket
-
Enter a short description for the task.
- Click
the tick mark
to save the schedule
- The appointment is added to the calendar. You can view your calendar from the 'My Calendar' interface.
Create a Knowledge Base article from a ticket
- The 'Knowledgebase' is a repository of support articles, FAQs and useful information intended to assist end-users with answers to common issues.
- It allows users to identify and solve common issues by themselves without needing to create a support ticket.
- Apart from providing a better service to your users, knowledgebase items can also reduce staff workload.
Add a knowledgebase article from a ticket
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Click 'More' then 'Create KB Entry' from the options.
The FAQ screen will appear. This screen allows staff to select the category under which the FAQ will be placed. You can also specify articles which are related to the FAQ, and choose to make the FAQ 'Public' or 'Internal'. See FAQ for more details.
Change the ticket owner
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Click the 'More' button and choose 'Change Ticket Owner'.
You can change to an existing user, or create a new user:
- Enter the user name or email address of an existing user in the search field. Select the user from the suggestions that appear. Click 'Continue'.
- Alternatively, create a new user by clicking the 'Add New User' button Complete the user details form:
- Click 'Add User' to change the ticket owner.
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Tip: New users will be added as a guest users.
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- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Click the 'Claim' button
- Click 'Yes' in the confirmation screen to claim the ticket.
Manage forms for a ticket
- Staff can add custom forms to a ticket to request more details about the issue.
- Once added, the form can be completed by a staff member in the ticket edit screen, or by the user in the web portal.
Manage the forms for a ticket
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Click the 'More' button and choose 'Manage Forms'.
- Select the form you want to add from the drop-down.
- Forms can be added by admins in 'Admin Panel' > 'Manage' > 'Forms' > 'Add Custom Form.' See Forms for more details.
- Click the 'Save Changes' button.
Staff member can view and complete the form in the edit screen. It will also be visible to the user in the web portal.
- Click the 'Save Changes' button at the bottom.
Ban a user
Service Desk allows staff to ban users so they will no longer be able to create support tickets. Users can be blocked from the details screen of tickets that they have created.
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Click the 'More' drop-down at the top right and choose 'Ban Email'.
- Click 'Yes' in the confirmation dialog to ban the user.
Print a Ticket
Ticket print-outs contain all ticket activity as well as the time spent on the issue.
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Click 'More' then 'Print' from the options.
- Print Notes: Select if internal notes and comments should be included in the print
- Paper Size: Select the size and click the 'Print' button.
A PDF of the selected ticket will be generated and shown:
- Save the file for your future reference and/or print the ticket from the pdf file.
Edit a ticket
Basic ticket details can be updated at anytime from the 'Ticket Details' interface.
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Click the 'Edit' button
User Information
Details about the user who submitted the ticket, or on whose behalf the ticket was submitted. This user is also known as the 'Owner' of the ticket. You change the ticket owner from this area.
Click the 'Change' button to specify a different owner.
- Enter the user name or email of an existing user in the search field. Select from the suggestions that appear.
OR
- Click 'Add New User' to create a new user. Complete the new user form. New users are added as guests.
Ticket Information
Ticket information is fetched automatically from the system. You can change these details as required.
- Ticket Source: The channel through which the ticket was created. Change the source if required.
- Category: The help topic under which this ticket falls. You can change the ticket category if required.
- Department: The department to which the ticket is currently assigned. You need to change the department if the ticket is assigned to a staff member in a different department.
- SLA Plan: The service level plan associated with the ticket. This depends on the category to which the ticket belongs. You can also manually change the SLA plan if required.
- Time Spent: The cumulative time spent by all staff on the ticket. This includes time measured by the counter and time that was manually entered.
- Due Date: The date and time by which the ticket should be closed. Due dates may be auto-generated by the ticket category, department or SLA plan. You can change the due date as required, overriding the existing date.
Ticket Details
- Issue Summary: The description that was entered when the ticket was created. Change this if required.
- Priority Level: Ticket criticality. This is pre-selected, depending on the chosen ticket category. Change the priority if you want.
- Asset Type: The type of item that the ticket concerns. For example, 'Workstation', 'Server', 'Printer', 'Mobile'. Change the asset type using the drop-down if required.
- Type: The kind of the request. The possible values are 'Alert', 'Order' and 'Problem'. Change the type using the drop-down, if required.
- Sub Type: Specific issue type as chosen by the person who created the ticket. For example, 'Overheating' may be a sub-category of 'Problem'. Change the sub-category, if required.
Internal Note
- Enter a reason for updating ticket details.
- Click the 'Save' button to update the ticket
Pause and resume a Ticket
Tickets can be paused and resumed by staff. Paused tickets can only be resumed by the same staff member or by an administrator.
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Click the 'Ticket Actions' stripe to open the 'Ticket Options' pane, if not already opened.
The time spent counter shows the time spent during the current support session.
- Click the 'Pause' or 'Resume' button depending on the ticket status.
The respective internal note screen will be displayed.
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Click the Pause button after entering the reason.
- Click
the Resume button after entering the reason.
You can close tickets if all tasks are complete. All billable time will be assigned to the customer. If required, staff members can reopen closed tickets.
- Only tickets with 'Open' status can be closed. 'Paused' tickets cannot be closed. If required, you can resume the ticket and close it. See Pause and resume a ticket if you need help with this
- Staff members can only close tickets that are assigned to them
- Admins can close tickets assigned to any staff member
- You can also add a resolution status when you close a ticket
You can close a ticket in two ways:
1. Manually - Click the 'Close' button at the top of the interface. See the explanation given below.
2. Close a ticket after sending a reply. See Post a reply for more details.
- Open the 'Ticket Details' screen of the ticket, if it is not already opened
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to open
- Click the 'Close' button
Re-open a closed ticket
- Enter the reason and click 'Close'
- Click 'Staff Panel' > 'Tickets' > 'Closed'
- Click the ticket number to open the ticket details interface
- Click 'Reopen'
- The 'Reopen Ticket' dialog appears:
- Enter a reason for reopening then click the 'Reopen' button.
You can delete a ticket as follows:
- Open the 'Staff' panel (see last link on the left)
- Click 'Tickets' then a ticket type ('Open', 'Unassigned', 'Overdue', etc)
- Click the number of the ticket you want to remove
- Click the 'Delete' button from the ticket details interface
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Click 'Yes' in the confirmation screen.