Learn here how to create a new ticket in Innosoft. In order to take full advantage of the benefits, it is important that you enter the necessary information accurately.

Create a new ticket

To create a new ticket, go to the area Ticket System via the main menu and select the entry under . As the creator of a new ticket, you will first be automatically entered as the person responsible until you assign the ticket to another agent by forwarding it.

Start the input with a "Title" that is as informative as possible. This title is used in the software as the name for the ticket and appears when a reference is made to this ticket.
Then select appropriate entries for "Type of ticket" and ticket "Status" from the default values to specify the type and state of the ticket.
Link the ticket with the corresponding Innosoft objects by filling in the area "Allocation". Only the "Address" is a mandatory input, but any additional entry in this area will improve the subsequent traceability of the ticket in the system.
Enter the actual content of the ticket ("What is it about? What to do?") in the "History" section. This area is designed in the form of a chat history. Your own messages appear right-aligned in dark grey. Messages from other users appear left-aligned in light gray. First, select what type of text it is. When creating a ticket, use the description text. You can edit your own messages with as long as you are still responsible for the ticket. Once you have forwarded the ticket, you can no longer edit it to protect the history from manipulation.

Save the ticket as soon as you have entered all available information. From this point on it can be found in the Innosoft system.

Ticket editing

In the History area the "Remark" text type can be used for internal communication, which means that these texts are not visible for the customer.

Additional information is displayed for sent e-mails, such as the processing status, text and recipient.

To call up the contact options of other users, move the mouse pointer over the profile picture (or initials) of a user.

Further processing

You can either edit the ticket yourself until completion or forward it to another user for further editing. After the ticket has been saved, the status of the ticket can be changed to the value selected in the dialog. This will automatically forward the ticket to the next ticket owner.

To schedule assignments for this ticket, you can next create a project.