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.You can also click New Ticket from the remaining tabs except the Dashboard tab.
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 or tech checkbox to indicate who receive details about this ticket. If the recipient is not a client or tech, enter their email address in the Cc or Bcc fields and then select the corresponding checkbox. See Enable ticket updates from unauthorized users for guidance.
(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 click Save and E-Mail and an error message displays indicating that Transport Layer Security (TLS) 1.0 and 1.1 are not supported, upgrade your deployment to Web Help Desk 12.7.7 or later. This version supports the newer TLS 1.2 protocol. Microsoft deprecated TLS 1.0 and 1.1 beginning in October 2020. See the Microsoft Docs website for details.
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.
The Recipients section allows you to email the client or assigned technician with details about the ticket. You can also carbon copy (CC) and blind carbon copy (BCC) users who are not clients or techs.
When Web Help Desk receives a reply from users who are not clients or techs but were CC or BCC recipients in the ticket update e-mail, the application notifies the sender that their e-mail address contains an unauthorized domain. As a result, the ticket is not updated.
To enable ticket updates from CC or BCC users who are not clients or techs:
- Log in to Web Help Desk as an administrator.
- Click Setup > Tickets > Options.
Under General Options, select the Allow Non-User CC Updates checkbox.
- Click Save.
- Click Clients > Options.
In the Accepted Domains field, enter the email domain of the CC or BCC recipient's email address. For example, mycompany.com.
This field specifies which domains are accepted when Web Help Desk does not recognize a sender's e-mail address.
If the e-mail address domain is not in the Accepted Domains list, Web Help Desk will notify the sender by e-mail that the address contains an unauthorized domain.
If the e-mail address domain is included in the Accepted Domains list, a new account will be created for the unauthorized user. If the address matches an Accepted Domain that was defined for a location, the new account is assigned to that location.
- Click Save.
- Click E-Mail > Incoming Mail Accounts.
- In the E-Mail Account column, click the active incoming e-mail account.
In the Request Type field, verify that the request type matches the request type in the ticket addressed by the non-user.
- Save your changes.
Delete a ticket note
- Log in to Web Help Desk as a technician.
- Select and open a ticket.
- In the Ticket Details tab, scroll down to Notes.
- Locate the note you want to delete.
In the Date column, click the date timestamp of the ticket.
- Click OK when prompted.
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 in the table below.
|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.