Starting a Workflow from an Action

In this guide we will cover: – Setting a Workflow on an Action – Use on a Ticket Admin Guides: Actions Workflows Setting a Workflow on an Action In Configuration > Tickets > Actions, you can select the action you wish to apply this to. Under the Details tab of the action, there is a […]

Dynamic Field/Value Visibility

In this guide we will cover: – What Is Dynamic Field Visibility? – Configuring Dynamic Field Visibility  – What Is Dynamic Field Value Visibility? – Configuring Dynamic Field Value Visibility What Is Dynamic Field Visibility? Dynamic field visibility is the process of making the visibility of a whole field dependant on the value of another […]

Workflow To-Do Automation

In this guide we will cover: – All To-Do list items completed – To-Do list group completed Admin Guides: Workflows Related Guides: To-Do Lists To-Do lists and To-Do list groups can be used as a trigger to move to another workflow step. In Configuration > Tickets > Workflows, select the workflow you wish to add […]

Filter Profiles

In this guide we will cover: – Filter Profiles – Configuring Filter Profiles (For Configuring Sales ticket filter profiles go to Configuration > Sales > Views) – Specifying Filter Criteria – Show Tickets which have not yet been reviewed for Billing Admin Guides:  Views Billing General Settings Filter Profiles Filter Profiles are ways to filter […]

Approval Process for a Users Department Manager

In this guide we will cover: – Head of the Users default Department – Create an Approval Process for The Users Manager to Approve Head of the Users default Department Should the End-User be part of a Department, the member of that Department that is marked as the Head of Department will be used as the […]

Creating Tickets

In this guide we will cover: – Creating Tickets via Email – Creating Tickets via the Self Service Portal – Creating Tickets Manually This article shows the 3 primary ways you can create tickets. Email – Tickets raised via Email, this is done via a polled mailbox which raises tickets. This can be configured under (Configuration > […]

Mobile App

In this guide we will cover: – Enabling Mobile App Access – Downloading the App – Access and Action Tickets – View Teams and their Agents/Tickets – View and Scan Assets – Receive Push Notifications – View Customers and Access Instance Related Guides: Actions Asset Management  Custom Fields Teams  Working on Tickets The mobile app […]

SLA Workdays

In this guide we will cover: – What are workdays/work hours used for? – Creating Workdays – Assigning Workdays to SLAs – Time Zones for SLA Workdays Admin Guides: Workdays Service Level Agreements What are workdays/work hours used for? Workdays/work hours are used for service level agreement tracking and agent time tracking. Workdays and working […]

Workflow Automated Quick Actions

In this guide we will cover: – Creating a Quick Action – Setting the Automation on the Workflow – Using the Action Associated Admin Guides: Actions Workflows Related Guides: Creating and Using Quick Actions Creating a Quick Action To automate an action on a workflow, a Quick Action needs to be used. To configure one, […]

Workflow Step Rules

In this guide we will cover: – What are Step Rules? – Creating Rules – Example Rules Admin Guides: Workflows Rules Related Guides: Modifying and Adding Workflows Ticket Rules What are Step Rules? Step Rules are ticket rules that only apply at a certain step of a workflow instead of only on new tickets or […]