Adding a Ticket - User Guide

Adding a Ticket - User Guide

Welcome to RELEVATE! 

We're excited to work with you. This guide will walk you through the basic steps for the creation of a ticket in our Helpdesk 

Introduction: the Helpdesk offers a range of features and Ticket Management is one of them which helps in managing your ticket from the creation, update, and status tracking all the way through to closure. This helps us to make sure we com 

The tickets here will contain the descriptive version of the requirements in form tickets as the tasks. 

 

We will go through following steps: 

  1. Sign In to the Helpdesk
  2. View Tickets in the Helpdesk
  3. Create Tickets
  4. Create Tickets via email 

Sign In to the Helpdesk 

Your user account will be set up on the Helpdesk and you will be provided with user account credentials. The user can use this account to view, create tickets and perform other actions as per the permission accessibility. 


 

 


Info

If you do not have an account, you can always sign up. 

 

View Tickets 

Sign In to the account using sign in credentials. You can then navigate to the dashboard, where you can view the list of tickets associated with your contacts along with status & can perform a few sets of actions. 

 

Once you add a ticket, you will navigate to the ticket detail screen. You can view all the added details to the ticket, please see below the screenshot below which depicts the recently added ticket on Zoho desk with other details for 


 

You can also edit or close the ticket. 


 


Once you add a ticket, the email confirmation is sent to your email id.
 
 

Create Tickets on Zoho Desk 

The user can create the tickets on Zoho Desk. The user can click on “Add Ticket” button at the header. 


 

The user will be navigated to the Ticket Information form where assignment details are to be added, some fields mandatory and few are optional.  The following details are to be added: 

  • Department – Select the department as Relevate Consulting - Mandatory 

  • Contact Name – Serach your name & select from the drop down. - Mandatory 

  • Secondary Contacts - Optional 

  • Account Name – Based on the added contact name the associated account name will get auto populated. 

  • Email - Based on the added contact name the associated email address will get auto populated. 

  • Phone - Based on the added contact name the associated Phone number will get auto populated. 

  • Subject – Add the subject or title for the ticket - Mandatory 

  • Description – More descriptive detail can be added. - Optional 

  • Status – Select the status from the dropdown. - Optional 

  • Ticket Owner – The ticket can be assigned to the user who will be working on the ticket. - Optional 

  • Product Name – Add Product name if any. - Optional 

  • Parent Ticket ID – Already existing ticket in the Desk can be made the parent ticket ID by adding link of the existing ticket. - Optional 

  • Linked – Optional 

  • Due Date - Optional 

  • Priority - Optional 

  • Channel - Optional 

  • Classification – Select the option from the dropdown menu. - Mandatory 

  • Language - Optional 

  • Attachments - Optional 

  • Submit – Once details are added click on submit button to save &create ticket. 

  • Send As Email – The info can be sent to an email address. 

  • Cancel – To cancel and close the create ticket screen. 


 


 

Create Tickets via email on Zoho Desk 

The user can also create a task on Zoho Desk via sending email on dev@relevate.au . Once the email is sent it will create a ticket under the contact's name of whose email id matches with the email address from which the email is sent.  

  • Add the subject of the email which will set as subject or title of the ticket. 

  • Add a message in the email which will be added as the description in the ticket. 

  • Any added attachments in the email will be added to the ticket. 


This will be assigned to the associated project team. The user can view the newly created ticket on the Zoho Desk. 

 

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