New Ticket
A new ticket is created using the corresponding button in the header, right next to the search. In the dialog that opens, fill in the specified fields and enter the inquiry. It is also possible to attach files here.
Additional ticket fields can be added using the button Settings → Edit visibility of ticket fields in the footer. It is also possible to change the order of the fields there. Users with permissions to access the Knowledgebase application can enabled or disable the search for related articles in the Settings menu too.
Knowledgebase suggestions
Suggestions with ticket solutions from the Knowledgebase will be displayed to the user when entering the subject of a new ticket. This function is particularly useful when creating tickets manually, e.g. during a phone call with a dispatcher user or by an end users who create tickets on their own.
Entering a subject text for a new ticket will trigger a fuzzy search in the Knowledgebase, taking the articles subject into account.
Knowledgebase suggestions are also available as extension during ticket editing.
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