Ticket

Activate Ticket

1. Go to the page Group settings
2. Click on Ticket settings
3. Fill in the email address that will be used to send and receive emails. You can also link the feature (associate) with a Google account. Click Associate with Google and follow the instructions. If Google warns that the app is not verified – trust the service protocol and move on.
4. Create any custom statuses. Select color. The color appears to the left of a case in list mode. Read more about custom status.
5. Create any custom fields. Read more about custom fields.
6. Save

Set user permissions

Every user who will view and work with tickets needs to be granted permission for Ticket.

1. Go to the page Group settings
2. Click on a user who should be able to see and use Ticket.
3. Scroll down to Ticket and choose from the settings: View, Edit, Create, Delete
4. Save

Create ticket

You can find Ticket under the Execute menu.

1. Click + to create a ticket.
2. Fill in a subject. This field is required and will become the name and identification of the case.
3. Fill in customer. If you place the cursor in the field, all your customers will be listed.
4. If applicable, select a facility. Only the customer’s facilities are displayed.

Comment Section

Add comments and choose whether these should be displayed to the customer or not.

Recipient

Click the + symbol. Fill in the email address and name of the recipient. Click Add recipient.

Communication

Write your message. You can style the message to some extent.

Click Send to send the message.

Assign

Tickets can be assigned to a user. Click Assign and select the users to whom the ticket should be assigned.

Link duplicate

If you have received two tickets that are the same, you can link the two tickets by clicking Link duplicate. A popup opens where you select the case to be linked (ticket 2) with the open case (ticket 1). The number of the duplicate (ticket 2) and the title are added to the header.

If you want to separate the cases again, click Remove duplicate link. Comments made and messages sent during the linking will only remain on the original order (case 1).

Create Work order

Click the Create Work Order link. All information about the customer, facility, service object is included. No comments are sent even if they are public. Any Work Order articles on the customer are also added.

Where is a ticket displayed?

Tickets linked to customer, facility and/or service object are also listed on the respective function records under the heading Ticket.

Notification regarding a matter

Get notifications when a case is answered, closed, or the status has changed. Go to your account settings – Notifications.

What do the colors mean?

Green = Not handled / Assigned Orange = In progress Red = Unread. (e.g. when a new message in an ongoing case has arrived.) Purple = Resolved Blue = Closed (can be used, for example, if the case does not need to be handled)

Filtering /Search ticket

You can search by case and filter by status, tags, users and user groups.

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