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Community > Blog > August 2011 > Did you know that you can streamline the process of logging tickets for common issues by configuring


Revelation Helpdesk Community Blog Posts

Did you know that you can streamline the process of logging tickets for common issues by configuring ticket templates that will auto-fill most of the ticket fields all at once?

On the “log a ticket” screen there is a Ticket Template control panel to the left.

By choosing a template from the drop down you can set the following fields automatically:
-    Assigned To:
-    Ticket Description
-    One or more action notes
      o    Billable Time
      o    Non-Billable Time
      o    Attachment(s)
-    Ticket Type
      o    Up to three nested levels of sub-type
-    Ticket Status

So with this feature you can very quickly log a new ticket for certain recurring issues like lost password or add new staff person.

In addition – you can group the templates by type for ease of use.

Team Support

The Ticket Template feature also integrates with Revelation helpdesk’s “Team Support System” by allowing you to make different sets of Ticket Templates visible to members of different teams.

If you have a network support team and a server support team you can create a set of network related ticket templates for members of the network team and do the same for the server support team.  Essentially – members of the network team will only see the relevant network templates.

At YellowFish Software, we are committed to bringing you the most powerful and easiest to use help desk software available on the planet. If there are any features you would like to see added to the Revelation helpdesk software solution – please let us know.

Thanks.
Posted: 7/14/2011 1:44:41 PM by Global Administrator | with 0 comments
Filed under: desk, events, help, helpdesk, revelation, schedule, software, views, customization


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