You can set alerts to automatically create tickets for all, or some, of your customers. You can choose automated ticket creation on alerts with 'Critical' or 'Warning' status, or both. This useful feature can save you time, and streamline your day-to-day support operations. To set automated ticket creation on alerts, you will first have to create the alerts you wish to receive.
Before setting up automated ticket creation, it's important to ensure that the alerts you receive are associated with a contact/customer. If not, the automated tickets will enter your system as 'Undefined' (meaning not associated with any customer), and then you'll need to assign them manually. For a much smoother process, it's recommended to set an association from the beginning.
There are a few ways to associate alerts with the correct contact/customer, but the way we recommend is setting a main contact for each customer. Another way is to assign each individual contact to their device.
To set a main contact for a customer:
1. Go to Customers (on the side panel), and click on the customer. The customer's page appears.
2. Click on the contact (or create a new one). The contact's page appears.
3. Check the box next to Set as Main Contact. Now all alerts received (and tickets automatically opened) will be assigned to the correct customer. You can now set up your automated ticket creation (below).
To assign each individual contact to their agent/device:
1. Go to Customers (on the side panel), and click on the customer. The customer's page appears.
2. Click on the contact (or create a new one). The contact's page appears.
3. Click Select Agent, to assign the contact to their agent/device. The Select Agent screen appears.
4. Click to select the applicable agent/device from the dropdown menu, then click Apply. The contact is now assigned to the agent/device.
To set up automated ticket creation:
1. From Admin (on the side panel), click on Alerts.
The Alerts page appears.
2. click to enable Automated ticket creation. To automatically create tickets from 'Critical' and/or 'Warning' alerts, select all, or some, of your customers from the associated dropdown menus.
3. Click Save, to save your settings. Automated ticket creation from alerts is now active.