When working in a service desk, tickets will accumulate. To organize this, Pureservice uses a set of predefined lists to separate tickets into groups. Sorting the tickets into different lists will make the workload easier to handle. In addition, you can create your own lists by clicking on the filter icon in the upper right corner. You can read more about the ticket filter in the subchapter List functions – Ticket filter.
Board view
You can choose to display the changes in a list view or a board view, by pressing . The latter presents registered changes and statuses in a straightforward and lucid way. It is not possible to filter changes once you have opened the board view, unlike the list view. In order to filter changes, you have to choose a list while you are still in the list view, and optionally make changes to the filter, before you enter the board view.
For the time being, it is not possible to move the changes in the board, you can only look at them. This makes the board particularly valuable in planning meetings, where it is important to have an overview of the statuses.
Register new ticket on behalf of a user
It’s possible to register new tickets on behalf of other, existing users. If a user forwards an email from his or her personal inbox to Pureservice with certain tokens, Pureservice will register the ticket with the user specified in the tokens.
You can add the following tokens in the subject field:
- [email:test@pureservice.local]
- [username:testuser]
You may use several tokens in the email subject, but Pureservice will always use the first one to identify the user. If no result is found, Pureservice will create a new ticket using the sender’s email address.
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