Help Desk
- What does a Ticket do?
- Creating a Ticket does two things:
- It starts the resolution process for a customer's issue.
The problem is logged and tagged with severity, category, and other identifiers so that a problem can be classified.
- It starts the accountability process.
The ticket can be assigned to a user of the system and any changes to the ticket or re-assignments are logged against the ticket.
- Can I do task assignments and send email alerts?
- Yes, once a task is assigned to an individual or team they will receive an email alaert. Future progress of the task can be tracked with email alerts via the ticketing system.
- What is the Help Desk inbox for?
- The help desk inbox can receive incoming email and attach it to a customer. This keeps a record of issues that each customer encounters.