Support  ·  Working tickets

Quick ticket

Open a ticket in any category without a form, for phone calls and walk-ups.

When someone calls or stops by your desk, Quick ticket gets it written down fast. There’s no form to pick: a title, a category, the details, and you’re done. You’ll find it on the New ticket page, next to the list of forms.

Open one

1. Tick Open this for someone else and pick who it’s for (see below). Leave it unticked if the ticket is yours.
2. Set the Priority if it isn’t a normal one.
3. Give it a short Title, like “Front desk printer won’t print.”
4. Pick the Category. Every department’s categories are here, grouped by department, so you can log a Facilities or HR request as easily as your own.
5. Pick a Location if it’s at a specific site.
6. Write the Details: what happened, when it started, and anything already tried.
7. Add photos or files if you have them (up to 5), then click Open ticket.

The ticket goes to the category’s usual team, routing rules run, and any SLA clock starts, the same as a ticket opened from a form. You land on its page, ready to work it.

Open it for someone else

Start typing a name in Who is it for? and pick the person from the list. They become the requester: the ticket is theirs, and they get the emails and the survey. You’re copied, so you see every update too, and the ticket shows that you opened it for them.

Someone who isn’t in the helpdesk yet

If your helpdesk is connected to Active Directory or Microsoft 365, the list can also show people who have never signed in. They appear under their own heading, “Not in the helpdesk yet.” Picking one adds them to People when you open the ticket, so it can be theirs. When they sign in later, they land on that same account.

If someone’s account was turned off, you’ll be told so. An admin can turn it back on under Settings, People.

Whether techs can search the directory is set in Settings, Ticket options. If nobody new shows up, it may be turned off, or the directory may not be connected.