Knowledgebase : User Guides

Using the support center

By default, your customers can submit new tickets in the customer-facing support center (http://<your-website-support-page>).

ATEIS support center

Your customers can select the department to create the ticket in, as well as a priority, subject, message and file attachments.

This is highly configurable: you can create custom fields to capture specific pieces of information from your customers (more about that below), determine which departments they can select, whether or not they can select their own priority or whether they can create their own tickets at all.

If you have started building your knowledgebase, ticket system will automatically search for and suggest answers to your customers as they type out their enquiry (reducing the number of incoming support requests, increasing customer WOW!).

Email
You can connect your ticketing helpdesk to any number of POP3 or IMAP mailboxes to bring email into the helpdesk from across your organization.

By bringing your organization's email into the helpdesk, you can enable your team to distribute and collaborate on tickets in one place, rather than managing lots of separate mailboxes and email addresses.

Ticketing system will take care of all the message processing automatically: determining what is a reply to an existing conversation and should be added to an existing ticket, which emails should create a new ticket and whether an existing ticket should be reopened. You can also use Ticket system powerful email parser rules to automate the routing of email and tickets.

Ticket properties

A ticket has various ticket properties which let you manage incoming requests effectively and build a speedy workflow. 

Property Examples Description
Type Issue, Feedback, Bug, Lead A ticket type usually indicates the type of ticket, to label tickets with something specific to their content or context. Which ticket types you create depends on your organization. Some ATEIS customers like to use ticket types for improved reporting and analytics: for example, the nature of an Issue type ticket may well be different to a sales oriented Lead ticket.
Status Open, On Hold, Closed A ticket has a status, which represents where the ticket is on its journey towards resolution. Typically, tickets come in to the helpdesk as Open, are set to On Hold while you're waiting for a response from the customer and are set to Closed once the ticket has been resolved. You can create custom statuses to suit your own workflow.  
Owner   Tickets can be assigned to individual staff users (who then become owners of the ticket), which usually means that individual will take responsibility for the ticket.
Priority Low, Medium, High Ticket priorities are fairly self-explanatory. You can create custom priorities to suit your own workflow, and also allow your customers to select their own priority when creating their own tickets (useful because you can configure ATEIS to trigger different notifications depending on a ticket's priority as well as other properties).