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 Web Help Desk tickets can be created
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 New Ticket.
- If the ticket is to report a client issue, use the Client Lookup box to select the client.
- If the ticket requires an asset, click the Asset tab and add the asset.
- Click the Ticket Details tab.
- Select a Request Type.
The Assign To field is displayed, showing which tech group will receive 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 Request Details to describe the issue.
- Specify the Priority.
- Click one of the following buttons:
- Save: Saves the ticket.
- Save and Send E-Mail: Saves the ticket and sends an email to the specified recipients. (The tech, client, location, and ticket setup options determine who receives email.)
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 (email@example.com) and another for all other issues (firstname.lastname@example.org). 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.