Support

Ticket Types

Ticket Types Client queries can be sorted into Types. Examples include Requests, Problems, Incidents and so on. Define your Types via Administration ? Ticket Configuration ? Types. Click Add to add a new Type, or click on the name of a Type to edit it.

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Ticket Status

Ticket Status The Status of a ticket is a way to explain where the Ticket is in the resolution process. Examples include New, Awaiting User, Resolved and Assigned. Each Status is assigned a Phase: Open, Suspended, Pending or Closed. Phases tell the system whether to stop the clock on a Ticket. Define your Status options via Administration ? Ticket Configuration ? Status. Click Add to add a new Status and […]

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Ticket Task Types

Ticket Task Types Tasks are steps which the Technician must take to resolve or close a Ticket. Define your Task Types via Administration ? Ticket Configuration ? Task Types. Click Add to add a new Task Type, or click on the name of a Task Type to edit it.

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Ticket Categories

  Categories Client queries can be defined into different Categories to group them for resolution and/or Reports. For example, on an IT help desk, you may want to identify whether a user query is related to Hardware or Software, or to a particular product. Categories can also be broken down further into Subcategories. Define your […]

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Impact, Urgency, Priority and the Priority Matrix

Tickets are created in response to client queries or problems. Tickets include information regarding such as the Impact on the organisation, Urgency of the query and the Priority. Use the Ticket Configuration menu to configure the terms and settings for Tickets. Access the Ticket Configuration menu items via Administration ? Ticket Configuration. Impact The Impact of […]

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Ticket Management

Help Desk Premier manages tickets from creation to resolution. Tickets are raised through three different means: Self Service Portal Via email (manually or automatically) Within the Help Desk Premier application Ticket templates can be created for specific types of request, with customized fields and the ability to include default data such as Category, Priority, Subject […]

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