This guide covers working service-desk tickets: routing them to queues and teams, replying, applying macros and tracking the SLA clock.
Before you start
- You need the operations tickets permission to create and manage tickets.
- A ticket needs a requester: a staff member or a CRM contact/account reference.
- Queues, teams, services and SLA policies must already exist in your organisation to route to them.
Steps
- Go to Operations → Service desk and start a new ticket.
- Complete the ticket fields:
- Subject — required. Up to 200 characters.
- Description — optional.
- Priority (Low, Normal, High, Urgent), Impact (Low, Moderate, High) and Urgency (Low, Normal, High).
- Requester — a staff member or a referenced CRM contact/account.
- Service, Queue, Team and SLA policy — optional routing; each must belong to your organisation.
- Assignee and Tags — optional.
[screenshot: the new-ticket form]
- Assign the ticket to an agent, and move it through its statuses — New, Open, Pending, On hold, Resolved, Closed.
- Reply on the ticket. A reply is either Public (customer-visible) or an Internal note, and may carry document references.
- Apply a macro to insert a canned reply and optionally set the status or assignee in one step.
- Attach evidence as document references, and add fulfilment actions, created as shared Operations tasks owned by the ticket.
[screenshot: replying to a ticket with the SLA clock showing]
- Share a portal link by minting a portal token, optionally protected by a passcode and an expiry. The link is shown once so you can copy it; revoke it at any time.
Result
The ticket is routed, worked and resolved with its SLA state tracked (on track, at risk or breached). The ticket report summarises volumes by status, priority and queue, and SLA attainment.