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| − | {{DISPLAYTITLE: Creating Service Desk Requests}}
| + | This page has been [https://resources.emersion.com/display/EKB/Creating+service+desk+tickets moved] |
| − | = Overview =
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| − | Service Desk Requests (commonly referred to as 'tickets') can be created 3 ways. They can be created via:
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| − | * Cumulus
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| − | * the End User Portal
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| − | * email
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| − | To create tickets via email, the service provider requires the [[Service_Desk/Mailbox_Configuration|Service Desk Mailbox]] extension. Once enabled and configured, customers can email the designated email address for the mailbox and tickets will be created accordingly.
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| − | This article covers ticket creation from Cumulus and the End User Portal.
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| − | = Creating Tickets Via Cumulus =
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| − | Before a ticket can be created, the user needs to know which customer the ticket is for. The [[Account_Management/Customer_Screen/Quick_Search|quick search]] is useful for this. Once the customer is found:
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| − | Nav: '''Customer > Service Desk''' tab.
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| − | Users will be presented with a list of tickets that have been created for the customer.
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| − | [[file:CustomerServiceDesk.png|1200px|]]
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| − | To create a new service desk request, click the '''Create Ticket for Customer''' button. The user will be presented with the ''New Service Request'' form.
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| − | [[file:SR-CreateNew.png|1200px|]]
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| − | Users should complete as many fields as possible with as much detail as possible.
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