Add Ticket In The JS Help Desk!

Select Form

When you click the “Create Ticket” button, a pop-up will appear on the screen. You can select the form to create a ticket according to your requirements. The pop-up has multiple ticket forms that require a name, department, and description. For example, you might have one form for “Customer Support,” another for “Billing Issues,” and a third for “Product Feedback,” each form with its relevant fields.

Create Ticket

Now, let’s walk through the step-by-step process of creating a ticket from the agent’s end. From your agent dashboard, navigate to the Agent Dashboard > Dashboard Menu > Submit Ticket to start creating a ticket effectively. On the ‘Add Ticket’ form, we will provide all the necessary details for creating a ticket.

• Select User: Clicking on the select user button, a pop-up will appear on the screen and will be used for selecting the user on whose behalf the ticket will be created.
• Email Address: Agent enters the email address.
• Full Name: Enter the full name.
• Phone: Enter the phone number.
• Department: Choose the relevant department from the dropdown field (e.g., Technical Support, IT, Finance).
• Help Topic: The help topic is a predefined category that classifies the type of issue or request a user is raising. Select a predefined help topic from the dropdown field.
• Priority: Set the priority of the ticket (Low, Normal, High, Urgent).
• Subject: Subject is the title of the ticket.
• Canned Response: To insert pre-written replies or disclaimers. For instance, when dealing with a common issue like “password reset”, a pre-written step-by-step solution can be appended to save time.
• Summary Issue: The issue summary supports rich text formatting, allowing the agent to add detailed descriptions, links, and even highlight key points for clarity.
• Attachments: Agent can attach files such as screenshots, PDFs, or logs. The system allows multiple attachments up to 10MB each, and it supports a wide range of file formats.
• Internal Note Title: Write the internal note title.
• Internal Note: Internal notes are visible only to agents. This can be used to communicate with the agent.
• Product: Agents can select a Product from a drop-down field (if the issue relates to a specific item or service).
• Assign to Me: Choose whether to assign the ticket to themselves using the checkbox. If unchecked, the ticket may remain unassigned.