Create and Work a Ticket

Use this workflow when a client issue or request should be tracked against an SLA.

Before You Start

Confirm that:

• Service Desk is enabled.
• A default board exists.
• The requester account and contact exist when you want SLA email or CSAT.
• You have permission to create tickets.

Create the Ticket

1. Open Service Desk.
2. Create a new ticket.
3. Add a subject.
4. Optionally add description, board, type, account, contact, impact, and urgency.
5. Save.

Priority and SLA come from impact and urgency. Without those, the ticket has no SLA.

Work the Ticket

1. Open the ticket.
2. Assign it, or use Assign to me.
3. Reply in Conversation for the client, or Internal note for staff.
4. Apply a macro when you want a templated reply.
5. Move status when work changes.

Resolve

1. Move the ticket to a resolved status.
2. Confirm SLA is marked met or breached.
3. Ask the client to rate CSAT from the portal if needed.

Troubleshooting

If the ticket has no due date:

• Set impact and urgency.
• Confirm the priority matrix has minutes and a calendar.

If you cannot change status:

• Check the board transitions.
• For change tickets, complete CAB approval first.

Related Docs

• Service Desk
• Tickets Field Reference
• Client Portal
• Business Hours