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New Ticket: Add More Details

For a new ticket, you can add more details including:

  • Assignee
  • Tags
  • Custom Messages
  • Contacts
  • Subscribers

Click on ticket name and the fields appear to add more details of ticket.

Choose assignee

Click on this link to select the user to whom you want to assign the ticket. The Choose assignee window appears as below.

Select the user and click on Save choice button. To add users, please see next sections Users.

Note: There cannot be multiple assignees for single ticket.

Choose tags

Click on this link to select the tags, if already available in the system. You can add new tags for every single ticket. When you have long list of tickets, the tags help you to find ticket easily. The Choose tags window appears as below.

You can see the tags that are already available in the system. All the tags that you added for other tickets are also seen. Select the tag and click on Save choice button.

Click on  to add a new tag. The Create new tag window appears as below.

 

Write the name of new tag and click on Save tag button. You can add more tags, as required.

Contacts

Contact is the customer who needs support. Click on Choose contact link, if you want to add the details of contact with whom this ticket is related or customer who asked for support.

Note: There cannot be multiple contacts for single ticket.

The Choose contact window appears as below.

You can either find the contact or add new contact.

Please see search a contact and add a new contact for detailed instructions. 

Subscribers

Subscriber is the user with whom you want to share the ticket. In this section, the owner of an account is added by default.

Subscribers are same as users or team members. You can add users with whom you want to share this ticket.

If you want to add more subscribers for ticket, click on the image of available subscriber and the Choose Subscribers window appears as below.

 

Select more subscribers, as required. Click on Save choice button and the subscriber is added.