Enable the Ticketing System and Review Tickets

Author: Lyubomir Dobrev

Last Updated: June 13, 2023 08:36

Introduction

OfficeRnD Hybrid features a robust ticketing system. In the Admin portal, admins can configure the system, create new tickets, and review tickets from employees. In the Members portal, employees are able to submit tickets, share feedback, and report any issues they would like you to address.

(Admins) Enable Tickets for Employees
(Employees) Submitting Tickets
(Admins) Reviewing Tickets
(Employees) Reviewing Tickets
(Admins) Edit, Comment & Resolve Tickets
Next Steps

(Admins) Enable Tickets for Employees

As an admin, you can enable or disable the option for Hybrid employees to submit tickets:

Navigate to Settings/Advanced Settings/Employee Apps and open the Apps Pages tab.
Scroll down and enable the Helpdesk feature.
Click on the Update button.

enable

(Employees) Submitting Tickets

Once the option is enabled for employees, they can submit a ticket through the Members portal:

1. By clicking on the Profile icon in the top-right and choosing Helpdesk from the menu.

2. From the Helpdesk section in their Account pages.

(Admins) Reviewing Tickets

Admins can find all tickets in Collaboration/Helpdesk. This section has several tabs:
dashboard

Tickets Dashboard - Shows Open tickets waiting for attention.
Unassigned - Shows all tickets that are not assigned to a teammate.
Open - Shows all tickets that are currently open, regardless of assignment.
Pending - Shows Pending tickets waiting for a client's reply.
Resolved - Here, you can review all resolved tickets. Teammates can also edit tickets from this section.

Comments cannot be deleted. Once a reply has been sent out, it will stay there.

(Employees) Reviewing Tickets

Employees can keep track of their tickets in the Account/Helpdesk section of the Members portal. There, they can find replies from the Admin team and send more information about their issue if any questions arise.

(Admins) Edit, Comment & Resolve Tickets

You can quickly resolve a ticket by clicking on the cogwheel next to it and choosing Resolve.

You can also choose Edit and change the following properties: Subject, Assignee, Category, Severity, Priority, and Images.

edit

Clicking on the ticket will open it in expanded view, where you can review all the information and add comments. Note that comments cannot be edited or deleted. You can also resolve or delete the ticket.

expand

Next Steps

The ticketing system in OfficeRnD can be set up to automatically assign tickets to the proper teammates based on Category.