Learn how to set up the different operational functions of your help desk in the platform.
Managing ticket statuses
This section will help you define ticket statuses for different ticket events. Want ticket statuses to represent your unique way of working? Say hello to Custom Ticket Status.
To create a custom status:
Navigate to Settings > Ticketing Settings > Status.
2. On the Ticket Status page, scroll down to ‘Ticket Status options’.
3. Enter your custom status along with a description and click ‘Add’.
4. Hit ‘Save’ once you’re done.
To map ticket events to statuses:
Navigate to Settings > Ticketing Settings > Status.
On the Ticket Status page, head to the ‘Default Mapping section’.
Define status for every ticket event.
📝 Note:
You can map ticket events to custom status.
Priority matrix
Why leave defining the priority of a ticket to second-guessing? In SuperOps you can define a priority matrix that helps you define the priority of a ticket based on the impact and urgency of the issue.
Simply put:
Priority = Impact * Urgency
Say goodbye to ambiguity while defining ticket priorities.
To Enable Priority Matrix for your account:
Navigate to Settings > Ticketing Settings > Priority Matrix.
2. Toggle ‘ON’ the priority matrix
3. The admin can choose a priority from the drop-down for varying levels of urgency and impact.
For example, if the ‘Impact’ is Medium and Urgency is ‘Low’ you could set the priority to ‘Low’.
4. Click ‘Save’, once you’ve finalized the priority for every combination.
Ticket categories and subcategories
Defining ticket categories and subcategories ensures that you put your best people to solve an issue. It also gives you the ability to identify the types of issues that come to your helpdesk.
To create categories and subcategories:
Navigate to Settings > Ticketing Settings > Category.
2. On the ‘Ticket Categories’ page, do the following:
Under the Category section, Enter the category name and hit enter.
Under the Subcategory section, enter the sub-category name and hit enter.
3. Click ‘Save’ once you’re done.
Ticket cause
It hurts to not know the root causes and sub-causes for repeated issues that come to your attention. Maintaining the causes and sub-causes helps you identify the root causes of repeated issues in your helpdesk.
To add ticket causes:
Navigate to Settings > Ticketing Settings > Cause.
2. On the Ticket Causes page, do the following:
Under the Cause section, Enter the name of ‘Cause’ and hit enter.
Under the Subcause section, enter the name of sub-cause and hit enter.
3. Click ‘Save’ when you’re done.
Resolution codes
Resolution codes are used to be define what kind of resolution was provided to the requester in the ticket, by the technician.
The default resolution codes we currently provide are:
Exception: This could be a one-off issue and the technician might not be able to replicate it, identify the root cause of the issue, or provide a solution.
Permanent fix: The solution provided is comprehensive, and the issue is unlikely to occur again.
Resolved by requester: The requester resolved the issue on their own before the technician could get involved.
Workaround: A temporary solution has been provided to the client to keep things going for the time being, but a deeper underlying issue needs to be resolved for a permanent fix.
These can be viewed under Settings >> Resolution Codes.
