Options for submitting tickets
You can submit Web Help Desk tickets by email or through the web interface. Determine whether clients can use both options, or if they are restricted to only one. The following sections describe each option to help you determine which option is best for your organization.
Submit tickets through the web interface
When clients submit tickets through the web interface, the ticket assignment process is streamlined. Tickets are automatically routed to a tech or a tech group based on the ticket's request type.
You can also specify that certain fields on the web interface are required. For example, if you are using location groups, you can refine the ticket assignment by requiring clients to select a location. You can also require customers to complete custom fields that apply to the request type. Collecting relevant information at ticket creation can help techs troubleshoot and resolve the issue more quickly.
As a result, organizations might encourage or even require clients to submit tickets through the web interface.
Submit tickets through email
Email submissions require additional processing, but many organizations choose to enable this functionality because it is convenient for their clients.
When your clients submit tickets through email, Web Help Desk creates a ticket based on the email content. All tickets are routed to the tech group associated with the incoming email account. Techs within this group must evaluate each ticket and select the appropriate request type.
Default incoming email account
All organizations must have a default email account. This account is typically associated with a generic email address that clients can easily remember (such as firstname.lastname@example.org or email@example.com). The default incoming email address receives all general support emails.
Additional incoming email accounts
You can choose to set up additional incoming email accounts and link them to specific request types. For example, you may decide to restrict potentially sensitive HR requests to the HR tech group. They can set up a second email account (such as firstname.lastname@example.org) that routes tickets directly to the HR tech group.
Tasks to configure email ticket submission
The following list outlines the tasks required to configure email ticket submission. See the following sections for details.
- Verify ticket options:
- For the Clients Can Create Tickets Using option, select E-Mail (or both).
- Verify email options:
- Enable the Create Accounts for Unrecognized Senders option.
- Select Create New Ticket when the ticket ID is not recognized.
- Configure incoming email accounts:
- If necessary, set up a request type to assign to tickets created based on emails to the default account. Also, identify or create a tech group who assigns the appropriate request type to these emails.
- Update the default incoming email account to enable email submissions.
- Optionally, set up a second incoming email account for sensitive emails.