Support

 

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 Categories and Subcategories via Administration ? Ticket Configuration ? Categories.

Click Add to add a new Category, or click on the name of a Category to edit it.

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.

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 assign a Phase to it. Click the name of a Status to edit it.

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.

Leave a Comment (0) →