Agent can create a ticket for a customer after determining the issue. Here's how :
Click on
Add Ticket
buttonEnter the
Subject
for the ticketIn the
Customer Email
box, enter the customer's email address.If groups have already been created, choose one from the
Groups
drop-down menu.By choosing the member from the
Member
dropdown, you can assign the ticket to a member.Fill out the
Description
box with the ticket's description.Status
andPriority
will be set by default to New and Medium. Agents have the option to change the values.From the
Category
drop-down menu, choose the ticket category.Click on
Save Changes
button
A new ticket with the status
"New" will be added to the Unresolved
view. An email confirmation will be sent to the customer's and the assigned member's email addresses.