Create a support ticket

Create a ticket each time a customer asks for help, so the request has an owner and a deadline and nothing is lost.

Before you start

• Desk must be bought and switched on for the branch. See pick your apps.
• You need the right Manage Customer Support to create tickets; View Customer Support lets a person read them.
• Add the customer to your customer list first if they are new.

Steps

1. Open Customer Support. The Tickets tab opens.
2. If you work in more than one branch, pick the Branch and select Show.
3. Scroll to the New · Tickets form.
4. Type a Title that says what the customer needs, for example "Printer at the reception does not start".
5. Pick the Customer.
6. Write the Description: what the customer told you, in their words.
7. Pick who it is Assigned to.
8. Pick the Priority: Normal or Urgent.
9. Leave Front Desk case ID empty. It is used only to import a Front Desk case.
10. Select Create record. The ticket opens with the state Open.

Deadlines

Desk sets two deadlines when the ticket is created. They are fixed and cannot be changed:

The ticket shows both, and First response once someone records a reply.

Good to know

• No breach alerts. Desk shows the deadlines but does not warn anyone when one passes. Deadlines count all hours, not business hours, and there is no automatic escalation.
• Reopening a resolved ticket gives it a new resolution deadline 48 hours after reopening.
• Tickets are created by hand (or imported from a Front Desk case). Desk does not receive e-mails or messages by itself.
• Every create needs a fresh form: sending the same form twice does not make two tickets.
• Switching Desk off keeps all tickets; they come back when you switch it on again.
• Next: work a ticket.