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Configuring Service Tickets

Creating custom Service Ticket Types in Symphona allows you to tailor the platform to your team's specific needs. By configuring unique icons, statuses, and custom fields, you can ensure all necessary information is captured for each type of task. These customized tickets can be created manually or through automated processes, enhancing your service management efficiency. Let’s dive in!

Tutorial Video

Follow along with us as we configure a new custom Service Ticket Type with unique statues, styling, and fields, ready to be used to manage service tasks.

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Edited Video Transcript

Step-By-Step Instructions

Navigate to Settings: Start by going to the Settings. Within Settings, click on the Front Office section and then select Service Ticket Types.

Add a New Ticket Type: Click on the Create Ticket Type button and enter a name for your new ticket type, such as "IT Request."

Customize the Ticket:

Choose Icon and Color: Select a unique icon and a color to help differentiate this ticket type.
Set Up Statuses: Click Add Status to create new statuses (e.g., "Blocked"). Arrange the statuses by dragging them into the desired order. You can also edit or delete the default statuses as required.

Configure Tabs: Enable or disable tabs to control what information is displayed on the service ticket screen.

Set Up Additional Fields: While service tickets come with default fields like Title, Description, Priority, Assignee, and Due Date, you can click Set Field to add custom fields such as "Employee ID." Arrange these custom fields as needed and specify whether they are mandatory or optional.

Save Changes: After configuring your ticket type, click Save to apply the changes.
Use the New Ticket Type: Go to the Service Ticket view and click Create. You will now see the new ticket type as an option. Select it and fill in the necessary details to create a customized service ticket.

By following these steps, you can effectively create and configure custom service ticket types in SimplyAsk, allowing you to capture all the necessary information for various tasks and better manage your service processes.