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    Six Ways to Create Helpdesk Tickets (IT Departments)

    This article provides instructions for the Atera for IT Departments platform.

    There are six ways to create helpdesk tickets in Atera. Tickets can be: 

    1. Created manually by a technician

    2. Created by your users with the hot key combination of CTRL+F12. See Article: Installing the HelpDesk Agent  

    3. Created by your users when sending an email to support 

    4. Created manually or automatically from an alert

    5. Created by your users on the service portal 

    6. Created automatically from a chat session 

    Manual ticket creation by a technician

    1. Click the "New" sign (at the top, left) and select Ticket from the dropdown menu.
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    The New Ticket page appears.
     
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    2. Enter the ticket creation details using the dropdowns. An * indicates a mandatory field:

    • Site - Select a site.
    • *User- Start typing and autocomplete will help you out.
    • *Ticket Title - Give the ticket a title or name (i.e. 'Print Issues').
    • Assign Technician - Assign a technician to work on the ticket.
    • Ticket Priority - You can select the ticket priority level (Low, Medium, High or Critical).
    • Ticket Impact - You can select the ticket impact (No Impact, Minor, Major, Site Down, Server Issue, Crisis).
    • Ticket Type - You can select the ticket type (Incident, Problem, Request or Change).
     
    3. Enter a Ticket Description
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    4. Add any supporting Attachments by clicking Choose Files.

    Note: You can schedule the ticket to go live at a later time, or even create recurring tickets by checking the Scheduled Ticket box.Learn more

     

    5. The Register Ticket Creation Time counter tracks the time it took to create the ticket, and counts it towards work performed on the ticket. To disable tracking, uncheck the box.

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    6. Click Add.
    The Tickets page updates, and your new ticket displays.
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    Note: Tickets can also be created from within an agent/device console. Learn more

     

     

    Ticket creation via the CTRL+F12 hotkeys

    Your users can create a ticket by pressing the hotkey combination CTR+F12. In order for this to work the Helpdesk Agent must be activated. See Activate Helpdesk Agent.

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    Note: After installing the Helpdesk Agent, the user must complete a short confirmation form to authenticate the Helpdesk Agent, the first time they use it. This is for the purpose of securely confirming the user is associated with the correct company.

    Automatic ticket creation via email

    You can set up your support email to automatically create tickets in Atera.

     

    Ticket Creation from an alert

    You can manually create a ticket from an alert. Additionally, you can set alerts to automatically create tickets. 

     

    Ticket creation via the Service Portal

    In order for this to work the Service Portal must be activated. See Configure the Service Portal

     

    User ticket creation via chat session

    A ticket can automatically be generated from a chat session. After two minutes of conversation, a ticket is automatically created. By default, the new ticket name appears as follows: 'New Ticket Opened from Chat'. At the end of the chat session, you can edit the name of the ticket. Learn more about the chat feature.
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    Dragos Tulbure

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