This section of the Web Help Desk tech training describes how tickets can be created, how to create a ticket through the tech interface, how to create a ticket through email, and the Web Help Desk ticket assignment logic. Use this material as it is, or copy and revise it to reflect your organization's practices and Web Help Desk configuration.
Both techs and clients can create tickets:
A tech can access the client interface if the tech's profile is associated with a client account.
In addition, techs with the required privilege can define Web Help Desk tasks (scripts) which will create certain types of tickets automatically.
The Assign To field is displayed, showing which tech group will receive this request based on the Web Help Desk ticket assignment logic. You can override the ticket assignment logic and assign the ticket to yourself.
Clients and techs can create tickets by sending an email message to the dedicated help desk email address. Web Help Desk creates a ticket for each new message received through its dedicated email address.
Organizations can choose to set up multiple help desk email addresses. For example, an organization can have one email for HR issues (email@example.com) and another for all other issues (firstname.lastname@example.org). Tickets created through the HR address are assigned an HR request type, which routes them to a specific tech group. Tickets created through the general support address are given a general request type. The tech group that receives general request types must evaluate the ticket and assign the appropriate request type.
Identify the help desk email accounts your organization has set up:
|Email Address||Request Type||Tech Group|
Web Help Desk uses the ticket request type, location, and department to determine which tech group should handle the ticket. Within the tech group, Web Help Desk looks at each tech's availability (the tech's work and vacation schedules) and workload. See the following chart for details.