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Convert Alerts into Helpdesk Tickets

Alerts can easily be converted into new helpdesk tickets, or added to existing tickets. 

 

To convert an alert into a new ticket:

 

1.  Navigate to Alerts. 

The list of alerts appears.

 

2.  Click on Unassigned > Create New Ticket.

The Add Ticket page appears.

mceclip0.png

 

3.  Fill out the form:

  • Select or enter the contact in the Select Contact field, or click Add New Contact to add a new contact.
  • The ticket Description is automatically entered.
  • Specify whether or not to start the ticket timer, while creating the ticket by checking (or un-checking) the box in the Register Ticket Creation Time field.

 

4.  Click Save to create the ticket.

The new ticket is added, and appears on the Tickets page. 

 

 

 

To convert an alert to an existing ticket:

 

1.  Navigate to Alerts. 

The list of alerts appears.

 

 

2.  Click on Unassigned > Assign Existing Ticket.

The Select Ticket screen appears.

mceclip1.png

 

3. Enter/select the ticket you wish to assign, and click Apply. The alert is now assigned to the ticket.

 

 

 

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