Opening a new ticket
To create a new ticket manually, click on the New Ticket Button.
The following form is displayed.
The only required field for this form is Name. • Name: Each ticket must have a name/description. This is typically the subject of the ticket.
• Action Toolbar: TeamSupport gives you lots of tools for enhancing your action description.
• Description: This is where you type in the ticket description. You can insert links to other tickets, insert KB articles as canned responses, and other edits.
• Date Started: This field defaults to the current time, although it can be changed to indicate the time work on the ticket started.
• Hours and Minutes: You can indicate how much time is spent on each action of a ticket.
• Attach File: You can attach files to a ticket.
The following describes the available selections on the right hand side of a ticket. Please note that your fields may differ from those described below. Ticket fields can be reordered and/or removed in the Ticket Page Order section.
• Assigned: Assigns the ticket to a defined TeamSupport user. See the User section on how users are created and defined.
• Group: Like user assignment, you also have the option to assign a ticket to Groups.
• Line Spacer: These can be added/moved in the Ticket Page Order section
• Type: Tickets can be classified as any Ticket Type, and can be reclassified at anytime.
• Status: The Ticket Status defines the current state of the ticket.
• Severity: The Severity of a ticket helps define what kind of attention is needed.
• Add Customer: You can associate one, or multiple, customers/contacts to a ticket.
• Visible: Indicates whether this ticket and the initial action will be visible to customers.
• Knowledge Base: Checking this box will add the ticket to your Knowledge Base. When checked, an optional “KB Category” pick list will appear.
• Community: Community is a Forum available on the Customer Portal.
• Due Date: If you include a Due Date on the ticket, it will be displayed on the right hand side of the ticket and will turn red when past. Ticket Due Dates appear on the Calendar, and can be Reported against.
• Product (Enterprise edition Only): By defining the products provided by your company within the Products section, you will have the option to select the particular product in question with regards to the ticket.
• Reported/Resolved Ver. (Enterprise edition only): A powerful option in TeamSupport is the ability to track Reported and Resolved versions on each ticket.
• Add Inventory: (Enterprise Only) You can indicate if an item from your inventory was related to the ticket.
• Add Tags: Tagging tickets with keywords allows you to further classify and organize your tickets.
• Add Reminders: Reminders help you follow up on important issues regarding tickets.
• Add Ticket: Allows you to create a “Parent”, “Child”, or “Related” relationship.
• Add to Queue: Allows each person on your team to set aside certain tickets from the pack for easier management and prioritization.
• Subscribe Users: Subscribing enables team members to get email updates on a ticket’s progress without the need to look up a ticket.
1.) Ticket Name – Specific issue the ticket relates to. Restock is a bad ticket name. Cubie restock displays error “Cubie Med not recognized for PO 1234W” is a good ticket name
2.) Ticket attachments and formatting - These are all options of items that can be added to the ticket, or ways the ticket can be formatted to make your ticket more effective.
3.) Ticket Description:
This area is where you will enter the information gathered about the issue that is occurring. This is the bulk of the ticket. Be very specific include information about the contact you are working with, item(s)/user(s)/patient(s) involved, and a step by step account of what happened and where the issue occurred. If recreate issue with the customer while you watch.
4.) Attach File - use to attach files relevant to the case
5.) Visible to Customers - this flag ensures the customer will receive information about that action/ticket that you are logging.
6.) Ticket Type - this is of type of ticket that the issue involves. Select the appropriate option for the issue are working on
7.) Ticket Status - this is the current status of the ticket. Select the appropriate option for the issue/follow up that needs to be performed. Will change with the type of ticket selected.
8.) Severity - mark the appropriate urgency for the ticket
9.) Assigned To - this by default will be you. If you are transferring the ticket to another person to review/close, select them here.
10.) Group - this is the queue in which this ticket should be prioritized. Select the appropriate group here.
11.) Due Date -THIS MUST BE SET FOR EVERY CASE. Set based scheduled follow up, version release date, expected resolution date, or date that you plan to contact customer.
12.) Product - Select the product with which the ticket is concerned. This will be the client cabinet type, or software type.
13.) Reported Version - Select the version of the product that the user has.
14.) Resolved Version - Enter the version of software that contains the fix for the issue with which the ticket is related.
Enter the contacts for the site that should be updated on this ticket. For receiving sites, there must ALWAYS be one of the admin contacts from the pharmacy. For all vet sites, the administrator for the site must be here. Outside of these requirements, you can tag the caller, and anyone else requested them.
16.) Inventory - This is currently not used.
17.) Tags – Add tags to the ticket that highlight the key words or phrases.
18.) Reminders - Use this to add a reminder to a user or yourself on a requested date.
19.) Associated Tickets - Use this to tag any other tickets that are related to this ticket
20.) User Queues - Use this to add a ticket to a user's queue for follow up or analysis.
21.) Subscribed Users - Add any users need to be updated on the actions of this ticket.