Tickets can be used for any task that needs to be tracked, communicated about, or even just to remind yourself about something you have to do.
If the same tasks need to be actioned regularly, you can create Ticket Templates. The Ticket Templates can be grouped with similar tasks by creating Ticket Categories.
In the Ticket Inbox, tickets can be viewed by a particular Ticket Category.
When creating a new ticket from the Ticket Inbox, the Ticket Category will group the Ticket Templates.
Jump to:
Creating a Ticket Category
Select the Settings icon from the main menu bar
Under Tickets select Ticket categories
Select New ticket category
Enter the Name of the new ticket category
Select Save
Creating a Ticket Template
Select the Settings icon from the main menu bar
Under Tickets, select Ticket templates
Select New ticket template
Select the applicable Ticket category from the dropdown list
Enter the Name of the Ticket Template
Enter the description, insert links or add attachments into the Note section. If you would like particular information to appear on the ticket enter it here, otherwise you can also keep it blank.
If applicable add the Assigned roles
The Assigned role will select the applicable Staffer/s based on the role set in the community
If applicable add the Assignee
To add Tags to Ticket Templates, please reach out to The Lookout Way to create these for you. We are working on being able to create tags within Admin!
Select Save
After saving the new Ticket Template, the Todos section will now appear.
Select Add a new todo
Add the Title and the Note, include any links or attachments
Select Save
The Todos will appear on the ticket as a Checklist
Editing a Ticket Category
In the Settings, select Ticket Categories
On the right-hand-side of the applicable Ticket Category, select Edit
Edit the Ticket Category Name
Select Save
Note: This will also update the ticket category name for all existing tickets attached to the original ticket category name.
Editing a Ticket Template
In the Settings, select Ticket templates
Select the applicable Ticket template name highlighted in blue
Select Edit
Note: The Todos can be updated before selecting Edit.
Once you have made the necessary changes, select Save
Note: Existing tickets won't be updated with the changes.