New Ticket
Creating a ticket is how you submit and then track an issue, a feature request or a question. It gives the support team the context they need in one place and gives you a record of what was asked and answered, rather than a conversation scattered across emails.
Where to find it
Go to Tickets > New > New Tickets.
Field reference
| Field | Description |
|---|---|
| Companies | The company the ticket relates to. |
| Department | Which department should handle it — Support, for instance. |
| Priority | Low, Medium or High. |
| Subject | A brief summary of the issue. |
| Description | The detail. Formatting tools are available for structuring longer explanations. |
Writing a ticket that gets answered quickly
- Say what you expected to happen and what happened instead — the gap between the two is the actual problem.
- Name the screen and the document reference, so it can be reproduced rather than guessed at.
- Give one issue per ticket. Three problems in one ticket get one reply and two of them get forgotten.
Reserve High priority for work that is genuinely stopped. If everything is high priority, nothing is, and the tickets that really are blocking you lose their place in the queue.
Tracking a ticket
Raised tickets appear in the list, where you can filter by company, department, priority and status to follow progress from submission through to resolution.
Related pages
- Tickets — the support module