This section of the Web Help Desk tech training describes how tickets can be created, how to create a ticket through the tech interface, how to create a ticket through email, and the Web Help Desk ticket assignment logic. Use this material as it is, or copy and revise it to reflect your organization's practices and Web Help Desk configuration.
How to create Web Help Desk tickets
Clients can create tickets through email or through the Web using the Web Help Desk client interface. The client interface is what clients see when they log in to the Web console.
Techs can also create tickets through email or through the Web. In most cases, techs create tickets through the Web using the Web Help Desk tech interface. The tech interface is what techs see by default when they log in to the Web console.
A tech can access the client interface if the tech's profile is associated with a client account.
In addition, techs with the required privilege can define Web Help Desk tasks (scripts) which will create certain types of tickets automatically.
Create a ticket through the Web Help Desk tech interface
In the toolbar, click Tickets.
Click the My Tickets tab, and then click New Ticket.
If the ticket is to report a client issue, use the Client Lookup box in the Client Info tab to select the client.
- If the ticket requires an asset, click the Asset tab to look up and add the asset.
Click the Ticket Details tab.
Select a location and room.
- Select a Request Type that corresponds with a group in your organization who resolves this client issue.
The Assign To field displays, showing which tech group receives this request based on the Web Help Desk ticket assignment logic.
You can override the ticket assignment logic and assign the ticket to yourself.
Enter a subject and the request details that describe the issue. If you need to add an attachment, click Add File.
Under Status and Schedule, select the ticket priority that is appropriate for this ticket.
Under Recipients, select the client, assigned technician, level techs, group manager, or e-mail recipients who receive details about this ticket.
(Optional) Click the lock to toggle the ticket privacy setting.
If you select Private, users without permission cannot see the tickets.
Click Save to save the ticket.
Click Save and Send E-Mail to save the ticket and send an email to the specified recipients.
The tech, client, location, and ticket setup options determine who receives email.
If you respond to an email request that includes your Web Help Desk email address in the cc: field, the application creates duplicate tickets. Web Help Desk creates duplicate ticket since it is seeing the email a unique request. To resolve this issue, do not add additional recipients to a Web Help Desk email ticket submission until it has a ticket number in the Subject field.
Create a ticket through email
Clients and techs can create tickets by sending an email message to the dedicated help desk email address. Web Help Desk creates a ticket for each new message received through its dedicated email address.
Organizations can choose to set up help desk email addresses. For example, an organization can have one email for HR issues (firstname.lastname@example.org) and another for all other issues (email@example.com). Tickets created through the HR address are assigned an HR request type, which routes them to a specific tech group. Tickets created through the general support address are assigned a general request type. Tech groups who receive general request types must evaluate the ticket and assign the appropriate request type to each ticket.
Identify the help desk email accounts your organization has set up:
|Email Address||Request Type||Tech Group|
How Web Help Desk assigns tickets
Web Help Desk uses the ticket request type, location, and department to determine which tech group should handle the ticket. Within the tech group, Web Help Desk looks at each tech's availability (the tech's work and vacation schedules) and workload. See the following chart for details.