Sensitive Tickets

In this guide we will cover: – What are sensitive tickets? – How to Mark a Ticket as Sensitive – Who can see sensitive tickets? – Reporting on sensitive Tickets What are Sensitive Tickets? Any ticket can be marked as being 'sensitive', doing this will restrict who can see this ticket, both in the end […]

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 Types (Field Lists)

In this guide we will cover: – What is a Ticket Field? – Modifying Fields – Organise Fields into Pages on the Portal – Adding Signature Fields to Ticket Types Admin Guides: Ticket Types Related Guides: Custom Fields Altering Ticket Types What is a Ticket Field? A Ticket Field is a section on a Ticket […]

Ticket Tabs

In this guide we will cover: – Types of Tab – Custom Tabs – Customising Tab Layout Admin Guides: Custom Tabs Ticket Types Related Guides: Altering Ticket Types Custom Fields How to configure Statement of Work (SoW) Templates Parent and Child Tickets Planning & Forecasting Types of Tab Budgets After enabling the Budgets module in […]

Ticket Groups

In this guide we will cover: – Use Case – Configuring Groups – Setting Agent/Role Restrictions Admin Guides:  Tickets General Settings Agents Ticket Types Use Case Ticket types can be grouped, which has a great use case for delegating ticket type access based on roles. When you create new ticket types, there is no longer […]

Anonymous Ticket Logging

In this guide we will cover: – Setting up Anonymous Ticket Logging Setting up Anonymous Ticket Logging You can allow users to log requests anonymously (without authentication to the portal) for certain ticket types in the following way. The form can be accessed via a link or can be embedded on a website by adding […]