Accessing ticket creation
To create a ticket, navigate to the My Workia screen and click on Tickets on the upper tab. Soon you will also be able to create tickets by emailing into Workia.
Click on the "+" button which can be found on the upper right corner of the screen.
This will open a dropdown list of ticket types that you will need to select depending on the context of the ticket that you will be creating.
Once you have selected the ticket type, a window will appear for the ticket creation.
Creating a new ticket
Start by naming the title of the ticket in the Summary field.
Naming the ticket enables the option to fill out the ticket and associate tickets and cases by clicking the "Plus" button in the Related Items section.
Linking Cases or Existing Tickets
You can also assign multiple cases or tickets to the ticket that you are creating.
Tagging Ticket Details
You can assign and tag a ticket with a Status, Type, Owner, Requestor, Tags, and a Due date.
💡 On tags that assign a status and an assignee to the ticket (e.g. Ticket status, Owners, Tags, etc.), simply scroll down on the list to find the option to add a new entry or user that you can assign to the ticket.
Collaboration on tickets
Lastly, you can also upload documents and company documents in the Documents section, and send emails or mention and collaborate with colleagues in the Comments section.
Make sure to click on "Save" to apply the changes made to your ticket. Once done, you can close the window and the newly created ticket will appear on the ticket list.
When someone leaves a comment on a ticket, the Ticket Owner will receive a notification regardless of the status of the ticket. You can take a look if you have the notifications enabled by checking this article.
Creating and viewing tickets in the Case screen
Users can view tickets that are linked and associated with the Case by selecting Tickets in the upper right corner of the case details screen.
To add a ticket directly from the case screen, select the "+" button next to the Tickets tab. This will open a dropdown list of ticket types and provide the option to manage ticket types for easier access within the case screen.
Tickets that are marked as Resolved (or ticket types that are assigned to Closed) are considered completed and will increment the number counter.