Creating a Ticket

Follow the steps below to create a Ticket.

How to Add a Ticket

1.  Select Helpdesk or Tickets from the Object Navbar.

2.  Click on New Ticket button from the Action bar.

A new Ticket is opened and some default fields are pre-populated.

3.  Populate fields, Ticket Title, Status, Received Date are all mandatory fields by default.

Case Number is a pre-populated with a sequential number.

Required fields are denoted by (*) asterisk.

4.  Click the drop down and select Account and /or Contact from the dialog box.

Account Name is mandatory for standard install. 

Account name, Contact and Owner are pre-populated if ticket is created from the Contacts record.

5.  Enter values for Ticket related system-defined fields.

Select Category, Type and Priority.

Due Date will be computed against the received date depending on the Priority.  This however can be overwritten.

6.  Enter detailed Description.

7.  Select user for the Assigned to field.  Defaults to current user.

8.  Enter values user-defined fields, if applicable.  All User-Defined Fields are setup and configured by the Administrator.

9.  Enter values for Comments, if desired.

10.  Select module on Associated with drop-down and select specific record on Associated Reference, as needed.

11.  Click Save or Save and Close button to save the record.

The tickets form closes and the ticket record is now displayed on the Tickets List and under the Tickets section of the associated account/contact.

Tickets as well as other modules can be setup to have automated features like sending email, to Assignee for example, or setting up fields.  Here is a link on How to Setup Automation.