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Working With Tickets


Working with tickets: all the questions you did not know you wanted to ask  

  1. How do I create a ticket? Who can create a ticket?
  2. How do I create a new ticket on behalf of my customer?
  3. What is the typical life cycle of a ticket?
  4. Can a non-registered user create a ticket (guest requests)?
  5. Can I have the form to allow tickets to be created from my website?

  1. How do I create a ticket? Who can create a ticket?
    All users and support staff can create new tickets using the 'new ticket' tab.
  2. How do I create a new ticket on behalf of my customer?
    When a support staff creates a ticket, he has the option to choose who submits a ticket using a drop down menu with all the helpdesk users.
  3. What is the typical life cycle of a ticket?
    Here is the typical ticket life cycle:
    • a user creates a new ticket
    • the ticket is then assigned to a member of the support team by the support team
    • the support team member proposes a solution
    • the user tries the solution and closes the ticket if the problem is solved or keeps it open and adds an explanation note to the ticket as to why the proposed solution did not work
    • the support staff proposes another solution
    • when the solution works, the user closes the ticket and is prompted to rate the solution

    As soon as the ticket is rated, the mojo number of the technician is recalculated. The support staff can see his new mojo instantly.

    Once the ticket is closed, the user cannot add any notes to it, but can still view it.

  4. Can a non-registered user create a ticket (guest requests)?

    When  'Guest Requests Enabled' is set to 'yes' in the helpdesk setting, unregistered users can create tickets without needing to login, either by sending an email to the helpdesk, submitting a ticket from the form widget on your website or by submitting a ticket from the customer portal by going to http://<your-helpdesk-domain.com>/req.

  5. Can I have the form to allow tickets to be created from my website?

    Yes, you can add a form to your website so that user's can submit tickets to your helpdesk.  Click "Manage", then select "Form Widget". Now you can customize the form's tab by changing the text, color and position of the tab. You can also change the title and description of the form. Select the queue in which you want your tickets to go, then copy and paste the code into your web page just before the closing body tag. 

    Note: For users to submit tickets using the web form, you will have to enable 'guest requests' (unregistered users) in your helpdesk settings.  

    Another option is to direct users to the customer portal from your website. U
    se the link at:  http://<yourmojohelpdesk>.mojohelpdesk.com/req  

    This option does NOT require that you have 'guest requests' (unregistered users) enabled in your helpdesk settings.