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Add details to tickets with tech notes

Created by Steve.Hawkins, last modified by Anthony.Rinaldi_ret on Jul 19, 2016

Views: 22 Votes: 0 Revisions: 5

You can add additional information to tickets using tech notes. A ticket can have multiple notes and can be added by any technician. Tech notes can contain basic HTML tag or Bulletin Board Code (BBCode) tag formatting.

Techs can also add billing rates to tech notes. To enable, click Setup > Parts & Billing > Options and select the Parts & Billing Enabled check box. When enabled, Web Help Desk will track parts, inventory, and billing on tickets.

Add an FAQ to a tech note

When an FAQ describes the resolution to an issue or provides information associated with a ticket, you can link the FAQ to the ticket.

  1. Open the ticket details page.
  2. In the Notes section, click the creation date to open a new note, or click New to add a new note.
  3. Click the Link FAQ button below the text area.
  4. In the FAQ??Search dialog box, search for the FAQ.
  5. Click the Link FAQ button on the right side of the FAQ's row.

    A link to the FAQ is added to the note.

  6. Click Save to save the note.

Create a new tech permission

Administrators can re-assign technicians, change ticket status, and delete tickets. Technicians have various levels of access depending on their tech permission set.

  1. In the toolbar, click Setup and select Techs > Tech Permissions.
  2. In the Tech Permissions screen, click New.
  3. In the Permissions screen, enter a name in the Permission Name field for the new permission.
  4. Select the permissions for your targeted user.

    Click the help icon or click the tooltips for more information about each option.

  5. Click Save.

    Your permissions are saved.

Send e-mail to ticket recipients

When you save a ticket, you can email the ticket to a client, assigned technician, level techs, group manager, or other addresses in the ticket Recipients tab using the cc: and bcc: fields. Select the recipient check boxes and add cc: or bcc: addresses if necessary, and then click Save & Email.

File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/0A0/0B0/0300004A_494x110.png

Clicking Save does not generate an email unless the ticket is re-assigned. In this case, the newly-assigned tech receives an email. Clicking the lock toggles the ticket privacy setting. When tickets are private, non-tech users cannot see the tickets.

 
Last modified
09:06, 19 Jul 2016

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