Know the ticket basics


Tickets belong to departments. A department is like a folder for tickets: tickets can only belong to one department, and you can assign staff teams or individual staff users to departments, which allows them to access and manage tickets in that department.

Typical departments might include Sales, Support, Opportunities, Bugs and Receipts.

Departments can be public or private: if a department is public, it means your customers can select that department when creating a new ticket in the support center.

Ticket properties

A ticket has various ticket properties which let you manage incoming requests effectively and build a speedy workflow.

Property Examples Description
Type Issue, Feedback, Bug, Lead A ticket type usually indicates the type of ticket, to label tickets with something specific to their content or context. Which ticket types you create depends on your organization. Some GFI HelpDesk customers like to use ticket types for improved reporting and analytics: for example, the nature of an Issue type ticket may well be different to a sales oriented Lead ticket.
Status Open, On Hold, Closed A ticket has a status, which represents where the ticket is on its journey towards resolution. Typically, tickets come in to the helpdesk as Open, are set to On Hold while you're waiting for a response from the customer and are set to Closed once the ticket has been resolved. You can create custom statuses to suit your own workflow.
Owner   Tickets can be assigned to individual staff users (who then become owners of the ticket), which usually means that individual takes responsibility for the ticket.
Priority Low, Medium, High Ticket priorities are fairly self-explanatory. You can create custom priorities to suit your own workflow, and also allow your customers to select their own priority when creating their own tickets (useful because you can configure GFI HelpDesk to trigger different notifications depending on a ticket's priority as well as other properties).