Using Category Group as Ticket Rule Criteria

In this guide we will cover: – What is a Category Group? – Creating Category Groups – Creating a Ticket Rule Related Guides: Ticket Categories What is a Category Group? A category group is a way of grouping category values with common themes, and this can then be used to trigger ticket rules. Creating Category […]

One-Click Feedback

In this guide we will cover: – Ticket Closed Email Template – Edit link option for image within Email Template – Setting bounds for feedback variables – Functionality for an End-User Clicking on an Image – Feedback Configuration options – Preventing false feedback (from email link scanners) – Reporting on Feedback  One-Click Feedback is a […]

Time Tracking

In this guide we will cover: – Logging Time on an Action – Adding Quick Time – Deleting Time Entries – Viewing Your Timesheets – Triggering Rules from Time Taken – Charge Type field on Quick Time Configuration Setting Guides: Time Management Fig 1. Time Management Configuration Module. Time tracking is a function to monitor how […]

Distributing Tickets (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching)

                                                                                  In this guide we will cover: – Default Ticket Type Assignment Options – Global Ticket Settings – Options Shown on New Ticket Screen/New Actions – Agent Statuses, Ticket Statuses and Teams – Qualification Matching – Load Balance per Ticket Type – Load Balance per Agent – Load Balance per Team – Load Balance Re-Opened Qualified […]

Missing or Deleted Tickets

In this guide we will cover: – Why can't I access a Ticket? – Recovering Deleted Tickets – Preventing Agents from Deleting Tickets Why can't I access a Ticket? The below screen indicates a ticket that cannot be accessed. Fig 1. Inaccessible Ticket. There are a variety of reasons as to why this may be […]

Problem/Resolution Finder

In this guide we will cover: – What is the problem/resolution finder? – Using the Resolution Finder – The Logic behind the Problem/resolution finder – Configuring the Resolution finder What is the problem/resolution finder? To optimise incident and problem resolution, similar previous and related cases (tickets) can be used to assist agents in resolving current […]

Using Dollar Variables in Actions

Using $-variables to customise the information sent to end-users and displayed to agents. Related Articles: Email settings Creating and customising Actions Custom Fields Ticket fields Note: Any variable written in this guide is written with a hyphen between the $ sign and the word. This is so there is no replacement of them if this […]

Modifying and Adding Workflows

How to create or change a workflow to guide the flow of work your agents perform. Related Articles: Actions Teams Ticket Types In this guide we will cover: Amending/Adding Workflows Adding a Closure Approval Step Automation Actions Integration Runbook Action Adding Agent/ User Restrictions on Actions Workflow Specific Actions Admin Guides Workflows Related Guides Access […]

Altering Ticket Types

In this guide we will cover: – What are Ticket Types?  – Creating a Ticket Type Admin Guides: Ticket Types Related Guides: Modifying and Adding Workflows Service Level Agreements (SLAs) Statuses Note: We cover a lot of the most used settings in this guide, but there are a lot more options. For detail on what […]

Ticket Templates

In this guide we will cover: – Creating a Template – Creating New Template Groups – Values Tab – To-Do Lists – Related Assets – Child Templates – General Configuration Options – Setting Custom Table Default Values – Applying Templates – Default Option on a Ticket Area – Saving a Ticket Template Based on the […]