Ticket list, filters, and creating a Ticket
Searching for Tickets, Save views, and registering a new request.
What you’ll do
You will locate the necessary Tickets using filters and templates, and register a new request specifying the client, priority, responsible department, and deadline.
Before you begin
Access to the Tickets module and creation permissions are required. Visible departments, assignees, and client data may be restricted based on your role and department scope.
Tickets list, filters, and templates
Open Tickets. The list displays the subject, Contact, status, priority, department, assignees, and the time of the last response. Clicking the subject or number link opens the Tickets card.
Use filters to select statuses, assignees, Contact, departments, type, creator, organization, and date ranges. Multiple filters work in combination. Save frequently used selection criteria and column layouts as a template. If you see only a portion of the records, check the active filters and your department scope.
Creating a new Tickets
In the Tickets list, click New record. Enter a clear subject and select the Contact and Contact person. If the Contact is not registered in the system, fill in the email address field. Select the department, type, priority, assignees, and, if necessary, the service.
You can link the Ticket to a project or object. Enter a detailed description and add files and tags. Before saving, check the Contact, email recipients, responsible department, priority, and deadline, as this information determines the workflow and notifications.