Before creating Tickets, the following are needed to setup make sure that Tickets will be created and 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 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 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
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