Creating tickets from End User device
1. Click on the "Create New Ticket" button on the welcome screen.
or Click on Ticket + on top of Service Desk screen
2. Input the Issue, In the "Summary" field, type the issue you are experiencing.
3. Select Urgency, Select the urgency level of your ticket from the following options provided
4. Input the Description, In the "Description" field, provide a detailed explanation of the issue you are experiencing. Be as specific as possible, and include any relevant information that may help resolve the issue.
5. Send, Click on the "Send" button to submit your ticket.
Creating tickets from IT-Connect using templates
To create a ticket with auto-templates, You need to create templates on DeskDay portal and it can be used on End User Application.
How to create ticket templates.
On side navigation bar, access the Control Center and select “Configurations.”
On the screen that appears to the right, select “Templates” from the Service Desk section.
In the template screen that opens, choose the “Tickets” tab from the list of tabs.
On the screen that appears below, click the “Template +” button located in the upper-right corner of the screen.
A new window will open where you need to fill in the fields appropriately.
To show the end-users concern template while creating tickets, locate “Show to users while creating tickets” at the bottom of the second page of window and mark the checkbox near it.
Finally, click “Create” to create the new template.
With these steps, you should be able to successfully create a new ticket template
How to use templates while creating tickets
Ticket creation is a quick and straightforward process that can be completed in just three clicks. However, users must first log in to the end-user portal to access all available features. Once logged in, To raise a ticket:
Click 1: Click on create New tickets on the welcome screen
or Click on Ticket + on top of Service Desk screen
Click 2: Click on the suggested templates
The system will suggest templates based on recent or popular tickets raised by you
Or in the "Issue" field, start typing the problem or issue you are experiencing. The system will suggest possible matches. Select the one that best describes your issue.
Click 3: Send
The urgency level will be auto-filled from the template, Update the urgency level of your issue if required.
Click on the "Send" button to submit your ticket.
That's it! Your ticket has been created successfully. User can now track its progress and receive updates on its status from Service Desk tickets section.