How to create a new ticket for a User.
STEP 1: Login to your DeskDay account
STEP 2: On the left-hand navigation bar, click “Service Desk”.
STEP 3: From the expanded menu, click "Tickets”.
STEP 4: On the Tickets page, locate the “Ticket +” button at the top-right corner of the screen
STEP 5: Click the "Ticket +” button.
STEP 6: A side-drawer will open on the right side of the screen with the ticket form.
STEP 7: Customer Dropdown:
Click the Customer dropdown.
Search for the customer’s name.
Format shown: Customer Name, Site Name
STEP 8: User Dropdown:
After selecting the customer, click on the User dropdown.
Search or select the correct user.
Format shown: Customer Name, Site Name, User Name
STEP 9: Billable:
Toggle ON if the ticket is billable (default).
Toggle OFF if it's a non-billable issue.
STEP 10: Summary:
Start typing a brief description of the issue.
DeskDay will suggest existing templates or similar issues.
Select one if appropriate or continue typing your own.
STEP 11: Priority:
Choose from: Critical, High, Medium, or Low.
STEP 12: Description:
Type a detailed explanation of the issue or request.
STEP 13: Ticket Properties-Add Optional Details
a. Board:
Select the service desk Board to which this ticket should be assigned.
b. Status:
Default is New.
You can also choose: Pending, Assigned, In Progress, Sheduled , or Waiting On Customer
c. Ticket Type:
Choose from defaults like:
Application , Network , Server , Phone , Printer, Workstation.
d. Sub-Type:
Based on the Ticket Type, you’ll see relevant sub-types:
Example for Application: Adobe, Office, Browser, Anti-Virus, Others.
e. Impact:
Indicates how many users/devices are affected.
Options: Critical, High, Medium, Low.
f. Urgency:
Indicates how quickly the issue needs resolution.
Options: Critical, High, Medium, Low.
g. Budgeted Hours:
Add an estimate of how much time will be needed to resolve this ticket.
h. Estimated End Date & Time:
Set a target resolution time.
i. Contracts:
System may auto-select a contract based on the customer.
You can also manually select a different one.
j. SLA:
Service Level Agreement will also default to customer’s setting.
Choose manually if needed.
Creating Ticket Templates
Click on Control Centre from the side navigation bar.
Select the Service Desk tab within the Templates from Control Centre
Click on the “Ticket Templates +” button next to create a new template.
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 “Display templates for users” at the bottom of the second page of window and mark the checkbox near it.
Finally, click “Save” to create the new template.
How to create ticket with auto-templates
Step 1: To start, go to the service desk's side navigation bar and select "Ticket".
Step 2: Look for "Tickets +" on the right-hand side of the screen and click on it.
Step 3: A new window will appear. In the "Summary" section, start typing the problem or issue user experiencing. You can use template tags also for the same.
Step 4: Similar or identical issue templates or templates with same tag will be shown as suggestions. Click on the one that best matches the issue.
Step 5: Fields such as Summary, Board, Description, Priority, Ticket Type, Ticket Sub-type, Urgency, Impact, Budgeted hours, SLA, Checklists, Attachments and Tags will be automatically filled.
Step 6: If necessary, make any changes to the fields and fill out the remaining fields as appropriate. Finally, click on the "Create" button.
Congratulations! You have now successfully created a ticket using auto-templates.