Ticketing FAQ

Questions About Ticketing

How Can I Create A New Ticket Account?

Setup> Tickets> Topics This will allow you to add a new ticketing account. Input the Code and Description. Assign Team and Manager. Then choose Advanced and assign Position and Code.

How Can I Move Assignment Status'?

From the Tickets> Grid section you can click on the Status section and choose from the pull down list shown below.

If you can't change the assignment status, you may not have the permissions to do so. If you are trying to test it as an Administrator, you can solve this by going to Setup> Setup Status> Workflow Status> Tickets and adding Administrator as shown below. 

Can I Have A Subject Line?

The Subject Line may be created by using Setup> Tickets> Tickets Custom Tables> Custom Ticket Grid. From this page, you may Add Column titled "Subject Line" that will pull from the subject line of the email.

Note*: This will show only in List format and on the ticket when it is opened. While it may be added, it cannot be raised in priority above any currently existing columns. This may be changed in future versions.

What about Due Dates?

Setup> Tickets> Tickets Custom Tables> Custom Ticket Grid From here, you may Add Column titled "Due Date". See Note above*

Can the Sender Be Identified in the Creator Line?

Yes, this will be solved in future updates.

Can I create an Automatic Response Email?

What if I want to have an Automatic Acknowledgment response to assure them that we are working on their Ticket? We cannot do this at this time but that may be possible in future updates.

Auto-Assign Tickets?

There are two ways to do this. 1) Auto-Assigning all Tickets or 2) Auto-Assigning no Tickets. If you auto-assign all tickets, that means you accept and assign all requests that come into your inbox, possibly including unreasonable requests and/or spam. However, an Admin may bypass the "Unassigned" status by creating a ticket and choosing to immediately assign it to someone.