Ticketing Service
Ticketing Service helps efficiently manage interactions on a support or service case.
To add Ticketing to the Policy, go to Add Policy > Ticketing > select Enable (install and inherit settings from Faronics Default policy) or Enable (Install and use below settings). Selecting this option installs Ticketing on all computers using this Policy.
 | Selecting Enable (install and inherit settings from Faronics Default policy) or Enable (Install and use below settings) installs Ticketing on the computers whenever the computers check-in. The computers check-in based on the heartbeat specified in Cloud Agent Settings. • Enable (install and inherit settings from Faronics Default policy) – installs the service and inherits settings from the Faronics Default policy. Selecting this option saves time in configuring all the policy settings. Selecting this option makes the settings for the current policy read-only. • Enable (Install and use below settings) – installs the service and uses custom settings. Selecting this option will allow you to customize the settings for this service in the current policy. • Disable will not install the service or will uninstall the service from the computers whenever the computers check-in. |
Ticketing Form Content
Complete the following to customize the template of the Ticket Form:
• Title – Assign a title to the ticket.
• Content – Use this space to create a message encouraging your audience to provide details of the issues they are dealing with if preferred.
If not customizing a message, the default message will be Please provide details about the problem you’re facing with your computer below.
• Help Text – Use this space to provide more information to your users. As an example, you can inform the users the process involved after they have submitted a ticket, how long it will take to respond (if possible), and other details as needed.
If not customizing a message, the default message will be This will be sent to your IT Admin. You will also receive a confirmation email with a ticket ID once the ticket has been submitted successfully.
Click Preview to do a quick review of your ticket form template.
To view the submitted tickets, go to Tickets.