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Before creating Tickets, the following are needed to setup make sure that Tickets Tickets will be created and email notification will be sent properly to the Customer Contacts and Agent's email address each time a Ticket reply is created and updated.
- Customer Contact and its portal permission. See this page on how to add Entity Contact (Customer Contacts).
- Agent or i21 Users is setup propery. This is an i21 user which is normally imported from Origin system.
See this page:How to Import user User from Origin System into i21 company - Setup the Help Desk | Maintenance screens:
How to Add Ticket Groups
How to Add Ticket Types
How to Add Ticket Status
How to Add Ticket Priorities
How to Add Products - Setup the Help Desk Settings and Email Setup configuration screens:
Help Desk Settings
How To Configure Email Setup - Working on Ticket Details.
- Optional: How to Add and Create JIRA Issue
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