How to assign the ticket duty

Course description
Introduction
- About the system
- Basic notions and terms
Public section
- Types of Information
- The Amber Public Interface (since version 9.5)
Control panel
- User interface
- Control panel toolbar
- Function selector and content access area
- Main work area
AD/LDAP
- Module functions
- How the module functions
- Module configuration
- Adding users to departments on an AD server
- Registering a server
- NTLM Authorization
- Importing Users from LDAP Diectory
Managing sites
- The site
- Managing sites in the control panel
- Configuring site display settings
Managing site structure
- The Button "Structure"
- Site explorer
- Creating a new section
- Creating a new page
- Editing page and section properties
- Uploading files to a site
- Media Library
User management
- Basic notions
- Managing users
  - Users
  - User groups
- Importing Users
  - Importing from a CSV File
  - Import from LDAP Directory
- Access permissions
- Using the workflow module
- More uses for user groups
  - Controlling user interface objects
Managing interface languages
- Interface languages
- Managing interface languages
- Installing and updating language files
- Managing messages
Information blocks
- Basic notions
- Examples of structured information
- Customizing the Information block forms
- Extra features
- Sample uses
Wiki
- Creating A Wiki Section
- General Considerations
- Creating A Wiki Page
- Editing Wiki Pages. Version History
- Categories And Tags
Commercial catalog
- Principal features and traits
- Example of converting an information block into a commercial catalog
- Selling content
- Data export and import
e-Store
- Essential Steps To Perform To Configure Your e-Store
- The module settings
- The web shop settings
- Handling orders
- Using taxes
  - Taxes
- Internal customer accounts
  - Internal customer accounts. Transactions.
- Using credit cards
  - Credit cards
- Subscription renewal
  - Subscription renewal
- Affiliates
  - Affiliates
Currencies
- Currencies
- Currency exchange rates
- Examples of using currencies
Web forms
- Main features and functions
- Managing web forms
- Sample operations
Proactive Protection
- Basic notions
- Standard security level
- High security level
- Highest security level
- Stop list
Blogs
- Blog
- Blogging terms
- Managing blogs
- Module settings
- Administration interface
- Public interface
Managing subscriptions
- Introduction to subsriptions and mailing lists
- Subsriptions
- Manual mailing lists
- Automatic mailing lists
  - Managing automatic mailing lists
Polls and surveys
- Polls and surveys
- Sample uses
Mail
- E-mail accounts
- Messages
- Rules
- Mail log
- Example of creating a mailbox
Advertising
- Basic notions
- Sample uses
- Using keywords to show banners
- Advertisting reports
e-Learning
- Basic notions
- Creating lessons and tests
- Publishing a training course
  - Publishing a training course
Search
- Site indexing
- Morphological search
- Adding search function to your site
- Ranking Rules
- Google Sitemap
- Sphinx search set up
Helpdesk
- Setting up your helpedesk service
- Dictionaries
- SLA
- How to assign the ticket duty
- Submitting tickets to tech support via e-mail
- Functions available in the public section
  - Using public interface
  - Creating public interface
- Administration interface
System tools
- Using system tools
- Autocache
Performance Monitor
- Module Settings
- Public Interface
- The Module’s Control Panel Forms
- Identifying Weak Points In Your Website
- Troubleshooting Minor Performance Issues
Bitrix Cloud Inspector
Scalability
- Scalability Panel
- Load chart
- VPS Orders

Views: 6497 (Data available since 06.02.2017)
Last Modified: 10.10.2012

Responsible person is a techsupport staff member liable to resolve tickets and problems.

Responsibilities can be distributed:

automatically (according to the pre-set parameters);
manually by a technical support administrator.

The following parameters are considered when a responsible person is assigned automatically:

specialist responsible for the ticket of a certain SLA. According to user rights each ticket is assigned a definite SLA. In the SLA settings, a support specialist can be specified who is to solve problems of a specified support level.
if a responsible person is not specified for the SLA, then they are assigned according to the category settings to which the ticket has been related.
if a responsible person is not specified for the category, then they are assigned according to the Helpdesk module settings.

The technical support administrator can assign or change the responsible person when viewing the ticket:

Courses developed by «Bitrix», Inc.

Course description

prevSLA Upstairs ↑ Submitting tickets to tech support via e-mailnext