- #Make your own tickets template how to
- #Make your own tickets template software
- #Make your own tickets template code
- #Make your own tickets template free
When completing the fields all the information is stored in the ticket window and is accessible with a single click. Once the category has been created, we begin to create the records according to the requests of the clients.įor each request, query, incident, suggestion, etc. If you need more help to create categories in R2 Docuo you can consult the user manual. Step 7: It is done, start collecting Support Tickets I have created an email that is sent at the creation of the ticket, another that is sent when it is resolved and another that notifies us when a ticket is in pending for a long time.Īutomatic email creation in R2 Docuo is really easy, w are creating an email template but it is really similar to compose a new email in Microsoft Outlook, This is a sample of the automatic email creation screen for the first email (the one sent during ticket creation): Then we go to the email step and create the automatic mails that we need to send: Step 6: Create Email Templates that will be automatically sent at the right point of your workflow Now we go to the “File” step and we check that our category is configured so it des not have a main file. Step 5: Tell R2 Docuo this Document Category is a pure Workflow (no main file) The “Ticket solved by” and “ Ticket solved on” fields are automatically filled with the user and the date in which the ticked changed its status through the “Resolving” transition. Now I can go back to the fields and say that the field “Time pending resolution” shows the time that the ticket has spent in the “Pending” status Notice how I created the transitions (arrows) and the states (circles). Now click on the step “Process” and create a simple workflow that will follow each ticket that we create: Step 4: Setup a Custom Workflow for your Support Tickets Regarding the fields “Time pending resolution” and “Ticket resolved by”, they are fields of type process information. The field “Closing comment” is multiline to be able to enter paragraphs.
The Priority field is a drop-down type field with the values “Normal” or “High”. The mail field is a text type but we configure it so that only emails can be inserted. Then we move on to the “Fields” step and create the necessary fields for our ticketing system: Step 3: Create Metadata Fields to Store Ticket info
#Make your own tickets template code
You will see the first step of the category manager in which we will define the name and code of the same (Support Ticket): Now go to the purple tree (categories), press the cog button at the bottom left (Category Manager) and then click on “new category”. To do this, start the desktop application with your administrator account. The first thing to do is create a category for the Support Tickets. Step 2: Create a Document Category for Support Tickets Once you have your repository ready, log in your account using R2 Docuo for Windows and you will be ready to follow next steps.
#Make your own tickets template free
If you are already a customer then you can use your own repo, if you are not a customer yet, you can create a free one here: To start with, you will need an R2 Docuo repository.
#Make your own tickets template software
This software will allow you to not forget any of the incidents or queries created by your clients and keep the work in order.
#Make your own tickets template how to
In this post we will explain step by step how to create a Ticketing System for Incident Management and Customer Support using R2 Docuo Workflow Software.Īs I commented in the previous post, for any Customer Service department it is very important to have a ticketing system that allows keeping track of the incidents, queries and suggestions of our customers and knowing what state they are in.
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