Create a new ticket

The eHelpdesk system allows users who are members of the Support portal to submit tickets on behalf of a customer.

If a customer calls or emails a support engineer to report the problem to them through an informal channel, you can generate a ticket from the Support Portal to easily communicate with the customer.

On the other hand, there are customers who don’t use the Customer Portal but have problems with your software. After you resolve their issue and need to track it down (for reporting), you can also submit a ticket from the Support Portal.

When the first time you use eHelpdesk, there will be no record on the Ticket grid. To open a new ticket, click + Create Ticket on the Ticket page.

Create Ticket

Tip/Hint: Before you begin make sure you have permission to create a ticket. Go to the Setting page then check your permission in Group page. To learn about permission follow Permission topic.

To submit a new ticket in eHelpdesk from Support Portal following the steps:

1. Click + Create Ticket on the Ticket page
2. The Submit ticket form opens. The Submit Ticket form will display the default fields in the first time you go to eHelpdesk.

1. Type a Title and Description for the ticket then search and pick an Account

   → The Attachment in Body, Requestor, Contract and External Status fields are enabled to select.

2. Complete all required fields and any other fields that you want.

3. When you’re finished, select Create button.

4. After a ticket submitted successfully, a notification will be sent to Support Manager and Requestor.

   Note: When you create a ticket with some fields are not default on the Submit Ticket form, don’t worry!

   We provide you with functionality that allows you to easily customize the new field to display on the Submit Ticket form. To do this, select Setting → Ticket field → Custom fields to configure it or contact your Administrator or Support Manager for more details (See Custom fields (link)).

Ticket default fields

The New Ticket page will display with the following properties:

Something you need to know when open a ticket

• If you want to attach pictures, videos, or any files to support your ticket, use the upload button select at the bottom of the Description to attach one or more files. eHelpdesk only supports up to 8 files at the same time and the total size of the uploads must be less than 4Mb. See more in limitation of eHelpdesk.
• If you see some fields that aren’t the default, it’s Custom Fields - a feature provided by eHelpdesk that allows you to configure new fields to use on the Submit Ticket form. To use it, go to Ticket Field Custom Fields Settings and set it up or contact your Administrator or Support Manager for more information (see Custom Fields (link)).
• You can create the tickets without the contract, and those tickets will not be counted as SLA. The first response Time and Resolution time will show N/A after ticket is created.

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