The Ticket System

The Ticket System is used to manage any questions that arise about policies, procedures or other articles. Every conversation started through the web chat will create a ticket so it can be tracked. It can also be used to track general requests in your organization. Each of these queries or inquiries are called a ticket. All tickets can be found on the Tickets tab, as a list. 

If you're an end-user, you will see the tickets you have submitted (or are involved in). If you're support / Help Desk staff, you'll see all tickets by default. You may also only see tickets assigned to you, or tickets in your department, depending on how your user has been configured by your user manager or administrator.

There are three ways to raise a ticket:

• Using the web chat widget, which you can find in any of the Policies & Procedures pages, along the bottom right corner.
• Logging in to your Staff.Wiki and clicking "New Ticket"
• Sending an email to your Staff.Wiki email address (there will usually be one for each department)

Regardless of how the ticket was created, it will always show up in the ticket list on the Tickets tab. From there you can add comments, by clicking on the ticket and entering the comment in the section below the ticket text.

Ticket conversations can be continued outside of the tickets tabs by:

• sending an email with the subject line set the same as a ticket subject line to Staff.Wiki
  • so long as your Staff.Wiki email service is properly configured in Configuration
• continuing the conversation in the web chat widget

There's more to a ticket than a conversation, though. There is also a Task List you can add under at ticket, visible only to support staff. You can also jointly review documents together. You can add forms for your staff to fill out, and even publish tickets to your Wiki for others to see.

We'll go through all these features in this section.