With our amazing Helpdesk System, it is our obligation to clear up any doubts you may have.
Ticket Severity
The Severity field is how you tell agent how big of an impact the issue is having on your system. Choosing the right severity level for your request is important, because it helps the Support team to prioritize your request and ensure it's resolved in a timely manner.
It is very important to indicate the severity of the issue you're experiencing whenever you submit a support ticket to the support team. The agents can provide attention to tickets based on the severities and delivering a smart solution.
Ticket Priority
Mark your tickets as “Urgent”, "High", “Medium”, “Low” as per the issue and make the ticket resolution process quicker.
The agents can provide attention to tickets based on the priorities and delivering a smart solution. Whenever the ticket is assigned to an agent with a particular priority, an agent can classify his tickets based on priority and reply to them as need.
Ticket Category
You can choose the ticket category first before raising or submitting a ticket. The ticket types help to distinguish the ticket according to different kinds of problems the support group deals with and for providing the true nature to the submitted requests.
Ticket category helps in the management of problems process, improve ticket trend reporting, helps in enabling proper escalation routing of ticket and also helps in the reduction of support cost.
Submit ticket on behalf
Every ticket has a requester and a submitter. The submitter is the user who created a ticket. By default, the requester of a ticket is the submitter. A support agent can create a ticket on behalf of customer.
If an agent creates a ticket through the web interface, the agent is set as the submitter. When an agent creates a ticket for a customer, they will need to add the customer as the requester. If the Requester field is not completed, the agent will be set as the requester.