How to use the ticket system

This guide explains how to add tickets and how to use the ticket system in WorkBook.

The Ticket system essentially allows you to create and assign tickets to other users and is much like working with tasks, although a ticket task has more properties that can be set.

Make sure that you have set up the system to use ticket module. Click here for a technical guide.

Adding a new ticket

To add a new ticket go to the quick menu and click the ‘Add entry’ button and select ‘Ticket’. Alternatively you can use the shortcut [Ctrl]+[Alt]+[N] .

 

This window will appear.

1) Type in ticket name e.g: “How to change hours in time sheet”.
2) Select desired service line for example: ‘Support’.
3) Select job to connect the ticket to (we recommend that you add a ticket job for each customer in the system).
4) Setup type and priority of your own choice.
5) Select an employee responsible for the ticket.
6) Select an employee to assign to work on this ticket. It will automatically suggest the same person that is responsible
7) Set initial End date for this ticket.

The Briefing tab displays ticket briefing:

To finish creating the ticket you can use the ‘OK’ button or if you want to see the task card and do some more changes you can use the ‘Task card’ button. Both will create the ticket.

Adding users to a ticket

Now when you have created the ticket, you can add a person to the ticket conversation (e.g. you want to add John Smith to your ticket conversation), just click the “add user to conversation” button in the lower left corner.

Clicking the “add user to conversation” button will bring up this dialog.

Now simply type the person’s name or @initials. In case of John Smith, his initials is @JS.

NB. make sure that NO user has ”spaces” and/or “special symbols” in their initials otherwise the mentioning system will NOT work.
Looking at John Smith again as an example, his initials should be @JS or @js nothing else.
@J S will not work @J_S will not work.
If the user isn’t part of WorkBook but he is needed in the conversation you can just add him by e-mail and he will be notified, you can see the example below of an external view.
Now you know how to create a ticket and add people to the conversation, we are going a step further. You can also write in the ticket internal or external depending on the subject.

Finish by clicking Confirm

Private vs Publish

Private is internal talk only within the company and is shown with the little lock icon. Publish is external talk. See picture below:

Ticket overview on user task list

Now you’ve created a few tickets and you would like to get an overview of everything you got laying around in WorkBook. There is a Ticket list and in the filter you can choose to hide all tasks if you want to only show the tickets you are on. This is all shown in the to-do list, see picture below:

Overview of all tickets within WorkBook

Now you can also view the Ticket list from another place within WorkBook, see picture below:

External conversation with clients

If you have a public support mail inbox linked with your WorkBook, you can import tickets on support jobs for clients. https://help.workbook.net/knowledgebase/set-several-support-inboxes/

Below here we have an example of an email and the user is unknown to the system, so you press on the ? in the left hand site and create the user with the dialog showing up.

If the email is already known by the system under any client the system will automatically recognise the user and predefine most of the setup. Next step is to select the assigned to person who is taking care of the request. All the options is seen in the previous screenshot on the right had side, you can also enable more options at the bottom.

Client PoV

The client point of view will be looking somewhat like this below and they have two options when they press an automatic generated link that will be sent to the user when you import the ticket or post a public reply on a ticket. One of the options is to simply reply with a comment or they can choose to close the ticket from their end, if they believe that the ticket is completed.

Clients can view their own tickets within your WorkBook system

Your clients can view all of their tickets that they have written and you have created within your Workbook.
At the bottom of their ticket view they can “view open support tickets”

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