- Access the Support Manager.
- Click Submit Ticket. The Submit Ticket page appears.
- In the Internal Ticket field, select Yes to create an internal-only ticket. Internal tickets are solely sent between your users and not sent to clients. Click No to include the client.
- In the Recipient field, enter the users email address. It is disabled for internal tickets.
- In the CC field, enter any email addresses to be copied. It is disabled for internal tickets.
- In the BCC field, enter any email addresses to be blind copied. It is disabled for internal tickets.
- In the Template field, select a pre-defined message template.
- In the Subject field, enter the subject of the ticket. This becomes the title of the ticket, once sent.
- In the Message field, enter the details of the support ticket.
- In the Priority field, select the importance of the ticket. The choices are low, normal, high, and 911. 911 automatically sends the email to your designated emergency notification address.
- In the Impact field, select the level of severity that the issue represents to your client. The choices are none, minor, moderate, significant, and extensive.
- In the Department field, select the department the ticket should be opened in.
- In the Classification field, select an additional level of categorization for the ticket.
- In the Owner field, select the person to assign the ticket. If this is left blank, it will be unassigned. If you have any custom fields configured for support tickets, they will display after the Owner field.
- In the Attachments field, attach any supporting material related to the ticket by clicking Choose File, navigating to the location of the file you need to attach, selecting the file, and clicking Open. Any attachments will be included in the email sent to the recipient.
- Click the Submit or Submit & New button to create the ticket.
On this page: |