Every client email is automatically raised as a ticket inside SuperOps.ai. Here's a quick video on creating tickets.
In addition to receiving emails, you could also raise tickets on behalf of your clients. With SuperOps.ai, we aim to make ticket creation and documentation an easier experience in the following ways:
Creating a ticket
Apart from emails, clients may also be reaching out to you over a phone call. In this case, you can create a ticket on behalf of the client manually. The first thing you will need is to open a ticket form.
How:
1. Click 'Create' from the navigational bar on the left. Select the option 'Ticket'.
2. Fill in the client details in the ticket form.
3. Choose the ticket template. (On choosing a ticket template, your ticket fields will be pre-filled so you do not have to enter details manually unless you want to add some additional details)
4. Check your ticket information and click ‘Save’.
Automating ticket creation with alerts and policies
Just like creating tickets for your clients using pre-built templates, you can also automate ticket creation for certain events happening in your client machines that need further investigation.
That way, if it's an issue that needs your attention, a ticket is created automatically and you can start working to close it right away. You can do so under the "then perform the following action" section under each alert management policy.
Creating ticket forms
In order to make ticket creation easy and faster it is possible to create different ticket forms. This helps you create tickets faster, filling in only relevant details quickly. For example, to raise a login issue the form could only display the User ID and account details.
How:
Navigate to Settings > Advanced customization > Templates > Ticket.
2. Give your ticket form a name and add a description.
3. From the available list of ticket fields, drag and drop the fields that need to be visible while logging an issue of this type.
4. Set client-level visibility to ensure the right set of forms is shown to requesters when they log in to the customer portal.
5. Click ‘Save’. Your ticket template is ready!
Note: | This form will also reflect on the Create > Ticket page if the technician is raising a ticket on behalf of a requester. |
Asset name as a placeholder for tickets created through alerts:
Navigate to Settings > Policy Management > Alert Management
Under the "Add Action" section, choose "Create Ticket" from the provided drop-down list.
Click on the "Create Template" option, which will take you to the template creation page.
On the template page, specify a name and subject for the ticket template.
Include the placeholder "#assetname" within the ticket template, as shown below.
6. This placeholder will be automatically populated when alert conditions are met and a ticket is generated.