As mentioned in the previous chapter, Classification sidebar, some fields are automatically populated, while agents have to fill out others manually. The latter applies for the following fields: User, Description, Subject and Category.
The three first fields are mandatory, meaning that you have to fill them out in order to create a ticket. Pureservice will mark mandatory fields that are empty with an exclamation mark and a warning message:
Create or cancel
Clicking the “Create” button saves the ticket. Clicking the arrow 
next to the “Create” button saves and opens the ticket, so that you can continue to work on it. Clicking the “Cancel” button closes the “Create new ticket” window. Content entered will be lost when cancelling the registration.
User
You can either search for an existing user, or create a new one.
Existing user
You can search for an existing user, for example by name, email, company name or phone number.
New user
Clicking the “+” in the user search bar opens a new modal window where you can enter the necessary contact information to create a new user.
Description
Fill in a suitable description of the ticket.
Subject
The content in the subject field is the same as in the subject column in the ticket list, and is supposed to give a short summary of the description.
Category
You can select a category in one of two ways: either by choosing one from the drop-down menu, or by searching for the category name. Setting a category is not mandatory in order to create a ticket.
Attachment
You can chose to add an attachment when creating a new ticket manually:
After adding the attachment, you can change the visibility of the attachment. Remove the tick if the attachment should not be visible to the end user.
Need more help with this?
Ta kontakt med oss for videre spørsmål her!