To save you time and streamline your day-to-day support operations, you can set alerts to automatically create tickets for your sites.
To save you time and streamline your day-to-day support operations, you can set alerts to automatically create tickets for your customers.
Note: To set automated ticket creation on alerts, you'll first have to create an alert threshold profile
It's important to ensure that the alerts you receive are associated with a user (and site). If not, the automated tickets will enter your system as 'Undefined' — meaning you'll have to assign them manually. For a smoother experience, we recommended setting an association from the beginning. There are multiple ways to associate alerts with the correct user/site. We recommend setting a main user for each site. You could also assign each individual user to their device
It's important to ensure that the alerts you receive are associated with a contact (and customer). If not, the automated tickets will enter your system as 'Undefined' — meaning you'll have to assign them manually. For a smoother experience, we recommended setting an association from the beginning. There are multiple ways to associate alerts with the correct contact/customer. We recommend setting a main contact for each customer. You could also assign each individual contact to their device
Once you're done, you're ready to set up automated ticket creation
Set a main user for a site
1. From Sites (on the sidebar), select the site.
The Site page appears.
2. From the Users tab, select the user (or create a new one).
The User page appears.
3. On the left-hand side, under Permissions, check the Set as main user checkbox.
All alerts received (and tickets automatically opened) will be assigned to the correct site and user.
4. Under Related agent, click Select agent.
The Select agent window appears.
5. Select the agent from the dropdown menu.
The user is now assigned to the agent/device.
Now you can set up your automated ticket creation.
Set a main contact for a customer
1. From Customers (on the sidebar), select the customer.
The Customer page appears.
2. From the Contacts tab, select the contact (or create a new one).
The Contact page appears.
3. On the left-hand side, under Permissions, check the Set as main contact checkbox.
All alerts received (and tickets automatically opened) will be assigned to the correct customer and contact(s).
4. Under Related agent, click Select agent.
The Select agent window appears.
5. Select the agent from the dropdown menu.
The contact is now assigned to the agent/device.
Now you can set up your automated ticket creation.
Assign agent/device
1. From Customers (on the sidebar), select your customer.
1. From Sites (on the sidebar), select your site.
2. From the Contacts tab, select your desired contact (or create a new one).
3. From the Users tab, select your desired user (or create a new one).
3. The Contact page appears. Click Select Agent to assign the contact to the preferred agent.
3. The User page appears. Click Select Agent to assign the user to the preferred agent.
The Select Agent window appears.
4. Select the agent/device from the dropdown menu.
The contact is now assigned to the agent/device.
The user is now assigned to the agent/device.
Now you can set up your automated ticket creation
Set up automated ticket creation
1. From Admin (on the sidebar), click Alert Settings.
The Alert Settings page appears.
2. Toggle on Automated ticket creation.
3. Select your customers from the associated dropdown menus to automatically create tickets from 'Critical' and/or 'Warning' alerts.
4. Select your site from the associated dropdown menus to automatically create tickets from 'Critical' and/or 'Warning' alerts.
Nice! Automated ticket creation from alerts is now active for the selected customers.
Nice! Automated ticket creation from alerts is now active for the selected sites.
