Question

How to change "what's this ticket about" choices?

  • 21 March 2024
  • 3 replies
  • 30 views

Userlevel 2

I need to change the options that show up when you click “new ticket”. I would like to create a custom category that would go be positioned first. Some of the options are irrelevant for us and only make it more challenging for users. 


3 replies

Userlevel 4
Badge +2

Not sure but these may help

You may want to check this out.

https://community.incidentiq.com/discussions%2Dtips%2Dand%2Dtricks%2D70/teacher%2Dstaff%2Diiq%2Dtraining%2Dtech%2Dsupport%2Dmethods%2Doffered%2D3608

 

let me know if this helps or not.

Userlevel 2

Not sure but these may help

You may want to check this out.

https://community.incidentiq.com/discussions%2Dtips%2Dand%2Dtricks%2D70/teacher%2Dstaff%2Diiq%2Dtraining%2Dtech%2Dsupport%2Dmethods%2Doffered%2D3608

 

let me know if this helps or not.

The visibility is something I started to mess with, before trying ticket templates. I feel like ticket templates will work for what I’m trying to do. Part of the issue is that it’s too complicated for staff going through the “choose which asset is this related to” and then trying to find their model or going to other model, both options are slow and complicated for people who don’t care to try. 

I’m trying out a ticket template called technology issues that would be for any tech issues and the body field tells them to describe their issue in detail. Basically they only need to click twice, type, click once for the entire process. 

Userlevel 7
Badge +12

@NEngland 743eb7a jeffersonrise Thank you for submitting your question to our community! 😄 

This is something we talked about during our last open office hours! 

First, we have a district that creates mini videos for their staff to train them on how to submit a ticket. 

Second, Quick Tickets might also be helpful here! Have you checked those out? 

 

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