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There are various ways to create Tickets:
Option A: This is applicable for i21 Agents and Customer Contacts.
- On the Menu Panel, click on Help Desk.
- Click on Tickets to display the Ticket List search screen.
- Click New toolbar button.
- For Agents, this will open the Customer Contact List screen. Select a contact from the search grid by double-clicking on the record or clicking Open Selected toolbar button. This will open the New Ticket screen.
- For Customer Contacts, this will automatically open the New Ticket screen.
- Fill in all required and necessary fields
- Click Save toolbar button
Option B: This is applicable on i21 Agent and Customer Contact login.
- On the Menu Panel, click on Help Desk.
- Click on Tickets to display the Ticket List search screen.
- Open an existing ticket
- Click New toolbar button.
- For Agents, this will open the Customer Contact List screen. Select a contact from the search grid by double-clicking on the record or clicking Open Selected toolbar button. This will open the New Ticket screen.
- For Customer Contacts, this will automatically open the New Ticket screen.
- Fill in all required and necessary fields
- Click Save toolbar button
Ticket details. Click this page to see what the Ticket Details is.- See Ticket Details
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How to Create Tickets
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Option 1: This is applicable on Customer Contact login and i21 Agent.
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Option 2: This is applicable on Customer Contact login and i21 Agent except |
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for Tickets Assigned To Me |
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which is not available on Customer Contact Login. |
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a. Go to Help Desk menu and expand the Activities sub-menu.
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b. Double click the Tickets |
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, Open Tickets, Tickets Assigned To Me, Tickets Reported by Me. |
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Those screens will open Ticket search screen.
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c. Click New button to open Customer Contact List.
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d. Select a contact from the search grid by double clicking on the record or click on Open Selected.
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e. This will open the new Ticket screen. 2. |
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Ticket details. Click this page to see what the Ticket Details is.- See Ticket Details Watch Video
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