Helpdesk

Introduction

With the Helpdesk module, you can:

• View tickets for yourself and your team;

• Edit and create tickets.

From the Helpdesk menu, check out the following menus:

• My tickets;

• My team tickets;

• Create a ticket.

Tickets

In the Tickets menu, you can search for a ticket using:

• The reference;

• The status;

• The type.

You will also find a list of existing tickets.

On a ticket's page:

1. Check the ticket status (Scheduled / In progress / Resolved) and the urgency level (Low / Normal / High).

2. A percentage bar shows you the progress of the task.

3. Edit ticket information: click on the pencil icon at the bottom right to edit the ticket.

When creating a ticket:

1. Subject: enter the subject.

2. Progress: indicate the progress of the task.

3. Project: select a project.

4. Customer: select a customer.

5. Customer contact: select the customer contact.

6. Type: select the type.

7. Priority: indicate the priority.

8. Start date / end date / deadline: enter the dates.

9. Duration: enter the duration.

10. Assigned to: assign the ticket to a user.

11. User in charge: select the user in charge.

12. Description: add a description.

13. Create: click on the “Create” button to create the ticket.