How to Create Support Tickets

How to Create Support Tickets

Support tickets in EZTrack360 allow you to manage customer support requests efficiently. Follow the steps below to create a support ticket.

Steps to Create a Support Ticket

1. Click SUPPORT in the left sidebar to expand the section.

2. Select Support Tickets.

3. On the Support Tickets page, look for the Create Ticket button at the top-right corner of the page.

   Tip: The button has a plus () icon next to it.

4. Click Create Ticket. This will navigate you to the ticket creation form.

5. Fill out the ticket form:

   • Select the Customer from the dropdown list. If the customer does not appear in the list, ensure the customer has been added by navigating to PEOPLE > Customers.
   • Choose the appropriate Department from the dropdown menu. This helps in routing the ticket to the correct team.
   • Assign a category, if applicable, by selecting from the Category dropdown.
   • Set the priority of the ticket: Low, Medium, High, or Urgent.
   • In the Title field, provide a concise description of the issue.
   • Use the Description field to add more detailed information about the support request.
   • If needed, assign the ticket to a specific team member via the Assigned To dropdown.

6. After completing the form, click the Create button to save the ticket.

Managing Support Tickets

Once a ticket is created, it will appear in the list on the Support Tickets page. From there, you can:

• Filter tickets by status: All, Open, In Progress, or Resolved.
• Filter tickets by department using the Department dropdown.
• View and manage the details of a specific ticket by clicking on it.

Tips for Efficient Ticket Management

• Use descriptive and concise titles for tickets to make them easy to identify in the list view.
• Regularly update ticket statuses to keep workflows organized.
• Leverage the Category and Priority fields to ensure the correct handling of tickets.
• If a ticket involves multiple teams, clearly define responsibilities in the Description and assign it appropriately.

By following these steps, you can ensure your support tickets are created and managed effectively in EZTrack360.