To create a new ticket:
Navigate to the sidebar menu and select Support -> New Ticket.
Subject: Enter a concise summary of the issue or request.
Contact: Input the details
Department: Choose the appropriate department to handle the ticket.
CC: to send a copy of the email to additional recipients
Tags: Attach tags to the task for easier organization and identification.
Assignee: Assign the ticket to the individual who is responsible for rectifying the issue
Priority: Set the urgency level (e.g., Low, Medium, High, Critical).
Service: Select the service related to the ticket you are raising, whether web-based or mobile-based.
Predefined Reply: refers to a pre-written response or template that can be inserted into the ticket body. These replies are typically used for common issues, standard inquiries, or frequently asked questions.
Insert Knowledge Base Link: This is designed to support users to include relevant articles, guides, or documentation from the system's knowledge base directly into the ticket.
Ticket Body: Provide detailed information about the problem or request.
Attach Files: If needed, upload any supporting documents, screenshots, or files related to the ticket.
Submit the Ticket: Review the details and click the Open Ticket to submit the ticket.
After submission, the ticket will be logged, and the assigned department or individual will be notified to address the issue.
