Views: 3068 (Data available since 06.02.2017)
Last Modified: 10.10.2012
A contemporary intranet portal dazzles with numerous features, and taking a right step in the maze of user interface is sometimes a hard problem for an employee. Most companies consider it essential that the employees get answers for their questions in the shortest time possible. Bitrix Intranet Portal is equipped with the Helpdesk module allowing to provide the company employees with technical support services.
Creating A Trouble Ticket
A special wizard exists to create a ticket and send it to the technical support staff. At the first step, enter the ticket title and select the kind of your problem.
The number of steps and the content of the next step depend on the problem topic you have selected. For example, if you choose to ask a question about the portal, the second step demands clarification from you:
Check the required option and click Next.
Here, describe your problem in as much detail as possible:
Describe the problem in detail and click Finish. The wizard will show the preview of your trouble ticket:
Make changes, if required, in the form below:
In addition, you can use this form to attach files to the ticket and specify priority. Later, you can close the ticket in this form.
Click Save to send the ticket. The ticket will show in the list of your tickets:
Viewing Tickets And Discussing Problems
To view or post new comments to the existing tickets, click the link My Tickets on the Technical Support page. This will open your tickets page. This page is equipped with a special filter form enabling you to find tickets matching your search criteria.
Each ticket has an indicator. The grey indicator stands for the resolved problems. If the last comment in your ticket was yours, the indicator is green . If the last response was from a techsupport specialist, the indicator is red .
To view the replies or correct the ticket, click Modify in the row showing the corresponding ticket. The page with the ticket discussion will open.
You can add your reply using the form below. The form is similar to the one in which you amend a ticket during creation.