Helpdesk · Daily operations · 7 min read

Raise and edit a ticket

Create a ticket, understand how routing places it, and edit it afterwards.

Before you begin

You need helpdesk.create. Teams and routing rules should exist (see Getting started).

Steps

1. Open Helpdesk > Tickets > All Tickets and press New Ticket.
2. Choose the Requester Type: Customer, Employee or Internal.
3. Enter the Subject, for example Printer not working - 3rd floor Dubai office. It is required: 'Say what the problem is.'
4. Enter the Requester name and a Description.
5. Choose the Helpdesk Type, Category and Subcategory. Changing the type clears the category, and changing the category clears the subcategory.
6. Set the Priority (Low, Normal, High, Critical) and Severity (S1 to S4).
7. Leave Assigned Team on "Routing decides", or choose a team. Choose Assigned To only if you want a specific agent. The agent must be an active member of the team.
8. Open Additional Information for requester e-mail and phone, related asset, serial number, reference number, warranty date, tags and impact.
9. Choose the SLA Policy, or leave it as "From the team".
10. Press Save.

What happens next

• The ticket gets the next number, for example HD-000001.
• If you named a team, routing rules are skipped. Otherwise the rules run in sequence (see Set up SLA policies and routing rules). The History shows "Routed by: Printers to IT".
• The team's assignment method picks the agent. The status becomes Assigned and the agent gets a notice in the bell. The History records Created and Assigned.
• If no team is found, the ticket stays New with no team and no agent. Anyone with helpdesk.edit can pick it up from Unassigned.
• Priority: a priority you typed wins. Otherwise the rule's priority applies, then the team's default priority.
• SLA: your choice, else the rule's, else the team's default. The first-response and resolution due times are worked out on the company working calendar. See The SLA clock.

Worked example

You raise a ticket with category Hardware Issue and leave the team as "Routing decides". The rule "Printers to IT" matches and sets priority High and team IT. IT uses Least loaded. Agent A1 has 3 open tickets and A2 has 1, so A2 gets it. Priority shows High because you left it at Normal.

Edit a ticket

1. Open the ticket and change the fields.
2. Press Save.

Saving never changes the team, agent, level or status. Those are changed by Transfer Team, Assign, Escalate and the status control. A different team is a transfer: 'A different team is a transfer - use Transfer Team.'

If the ticket changed while you were editing: 'This ticket changed since you opened it. Refresh before saving.'

A resolved or closed ticket is locked, except the resolution type and note.

Good to know

• Long text is cut at the field's limit, not refused (subject 240, description 20,000).
• The e-mail address is not checked for format.
• The company can make Requester department, Ticket location, Serial number and Reference No. hidden, optional, read-only or required. See Features and field settings. A required field left empty is refused, for example 'Requester department is required by this company.'
• Two tickets for the same fault can be combined. See Tasks, time, links and merge.
• Print ticket (under More) opens the browser print dialog.