| Table of Contents |
|---|
Summary
This article outlines the basic functionality and options associated with the EngageIP ticketing system. Tickets include various options that allow you to categorize, prioritize, track issues and tasks relevant to your organization, it is also possible to configure actions to fire when tickets are updated, or to create tickets when events occur within EngageIP (creating an account, adding a package, canceling an account, etc.).
You can configure EngageIP to generate tickets automatically if desired, inbound emails to a particular address e.g. support@yourorg.com can trigger the creation of new tickets or update existing tickets. Email updates when tickets are modified are also sent, these emails can be directed to the customer or only to your internal staff based on how you configure email notifications on the ticket and/or who the ticket is assigned to.
...
A user's role in EngageIP defines whether or not the user is 'ticket assignable'. If a user is not configured as ticket assignable they will not be listed in the 'assigned to' field on the ticket edit/ add screen.
...
Ticket types are configured on the Setup tab page and can be configured with a 'Sort Order' so that the types you create are listed in a particular order within the 'Ticket Types' drop down list on tickets. You can set a single ticket type with a sort order of zero (0), in order to make it populated by default in the Ticket Type field on tickets.
...
Ticket resolutions are configured under the Setup tab > page / Ticket Categories.
Hiding Sensitive Information
...
There are check boxes on the tickets screen that toggle the email capability for emailing the user (related to), the admin (assigned to) and the category (or group of users). Checking any or all will copy an email on the update of the ticket to the respective users. This allows you to specifically email a party. Optionally, to email without actually updating the ticket, there is a button to just 'Email related to'. See the Situations in Which Admins or Customers Will Receive Ticket Notifications section below for info on who gets emailed and when.NOTE
| Info |
|---|
Note: the Email Group does not email users with the same roles on owners above a branded owner. |
Attaching Files
This allows you to upload and attach any sort of file, zip, exe, .jpg, etc. Any type of file may be uploaded and stays on the server and linked to from that ticket. You can also delete attachments as required. The attachment is linked to the ticket so that it follows the ticket to whomever the ticket is assigned. An icon beside the attachments provide the ability to delete while clicking on the link allows you to view or download the attachment. If the file is an image, it will display in the interface, otherwise it will prompt to download the file. The tickets list now has a column to detail which tickets have attachments on them.
Ticket History
The ticket history is always listed below the ticket in ascending chronological order (latest updates appear at the bottom of the screen). Within the history are the attachments associated with the detail in the ticket at time of upload.
...
These are rules that can be applied to tickets based on ticket priority, or length of time open etc. which will escalate or send a ticket to another user account. This ensures that action is taken if a ticket has not been resolved. Escalation can be based on a single priority or a combination of priority, time open, role and such. Any ticket matching said criteria will be moved in EngageIP to the configured priority and category so that someone else has the chance to review it and update or move it as required. There is an option on ticket escalations to show or hide the log of the escalation rule running. For example, when a ticket is escalated, the logic for the rule adds a comment to the ticket showing what it did, escalate it or change assigned to for example, this is the comment that you can toggle on and off in terms of what the customer sees in a customer portal or in emails. For configuration instructions see the Setting up Ticket Escalation Rules article.
| Info |
|---|
Note: 'Due In' field keys off of 'Due Date' field on the ticket |
...
page |
Automated Email to Ticket Conversion
Automated email conversion allows the configuration of email servers and email accounts from which to draw emails from and convert them to tickets assigned to the appropriate categories. The system will login to for example support@support.com account, download the email, and convert that all to tickets in the system. Any email received will be assigned immediately to the ticket category and account listed in the configuration with the appropriate priority settings. Multiple email accounts can be configured and forwarded. For example, you may configure a general support email so that they would be forwarded to a general support pool. Another email account may be for a billing issue, it can be forwarded to a billing group of admins and so on. This logic is detailed in the Email To Ticket Functionality and configuration section.
Ticket Reports
The Ticket report consists of a list of tickets with ticket ID, subject, Owner name, account name, 'Assigned To' and all the categories and groups and identifiers that are involved with tickets. This report can be summarized and sorted based on the view configured to narrow the data in the report down to what you need to see, or print out.
Ticket
...
Page
The tickets tab page in EngageIP will always be related to the user account you are on (the account you are currently on is shown in the bread crumb trail). If you are logged in as admin for example, looking at the tickets tab page on the admin account will show tickets assigned to admin, tickets in groups to which the 'admin' role is related and tickets created on the Admin account specifically (i.e. someone clicked the tickets tab page on the admin user and clicked Add to create a new ticket on that account).
As it relates to owners, the top owner 'LogiSense Corporation' will see all tickets in the system, including branded owners tickets underneath. Branded owners will see only their tickets and those below on branded or unbranded owners. Users (parents and child accounts) will continue to only see their direct tickets.NOTE
| Info |
|---|
Note: If you have a ticket on a branded owner and use 'Email Group', it will not email users with roles associated to the same named ticket groups on the top owner or other branded owners above it. |
It's important to understand which roles are assigned to which groups in EngageIP so that you know why or why not a particular ticket is visible or not visible on an accounts ticket list.
...
Go to an owner account
Click the Reports tab
On the Owner Reports side (right hand list), click 'Tickets'
| Info |
|---|
Note: if you know the ticket number but do not know to whom it is assigned or on what account it was created, you can quickly pull it up with the search box function. Enter the pound sign followed by the ticket ID. ex: #12345 . Doing so will load the ticket up right away for access. You can then update it, or reassign as necessary. More information on EngageIP search options can be found in the Searching in EngageIP article. |
...
Ticket Emailing Capabilities
Within the ticket system is the functionality to forward emails to various contact points associated with the ticket. Admins for example will get updates on tickets they create and there are check box options to forward an email update to a customer for example when the ticket has been updated. The scenarios where emails are sent out are listed below.
| Info |
|---|
Note: when emails need to be sent the system looks at the Contact Type configuration (Setup |
...
page / Contact Types) to determine whether a particular contact setup on a user (billing or technical, etc.) should receive ticket emails. If you have 'Receive Ticket' selected, the system will attempt to send an email to an address if it exists on that contact type on the user account. |
| Info |
|---|
Note: the 'Receive Ticket' overrides the 'Email Contact' whether or not its selected. 'Email Contact' is used for report emails or canned emails that are sent. More info on 'Email Contact' and 'Receive Tickets' can be found below. |
| Info |
|---|
Note: If you have a ticket on a branded owner and use 'Email Group', it will not email users with roles associated to same named ticket groups on the top owner or other branded owners above it. |
| Info |
|---|
Note: The ticket system DOES NOT 'CC' emails. It sends out individual emails to each related to or related other recipient. The recipients aren't made aware that others may have also received the same ticket email since they are individual emails and not CC'd emails from the ticketing system. |
Functionality:
The user that creates a ticket (admin or customer) will always receive an update whether they update it, or the person who it is assigned to updates it
This will also occur for a customer who creates a ticket in a customer portal. They will receive an email on creation and for updates (the email the customer receives will not include hidden comments)
When 'Email Related To' is checked, the user on the account that the ticket is related to will receive an email of the ticket at the email address configured on the account contact tabpage
The 'email related to' button simply emails the 'related to' user once without the person looking at the ticket having to add a comment and click save (hidden comments are not sent to 'related to' or 'related other' users)
When a user assigns a ticket to another user, the user to whom it has been assigned will receive a ticket update notification
When 'Email Assigned To' is checked, the user present in the assigned to field will receive an email (defaulted to on, hidden comments will be included)
When a ticket is assigned to a group, each member in the ticket group will receive an email notification of the ticket (hidden comments will be included) (this requires that 'Email Group' is checked)
If the admin user has clicked 'Watch This Ticket', they will see the ticket in their tickets tabpage, they will also receive email notifications on ticket updates
When admin creates a ticket and assigns it to another user, admin will not receive an email, assigned to receives email
When ticket is updated by an admin user, 'assigned to' user is emailed, admin user is not emailed
When 'Assigned To' updates ticket, nobody is emailed (this assumes the 'assigned to' user doesn't change who the ticket is assigned to, for example, he leaves the ticket assigned to himself)
When a ticket is assigned to a group, nobody is emailed
When ticket is edited by member of the group, the admin user gets an email, if admin updates it, no members of the group get emailed
Emails sent to the customer will include the ticket number automatically
No tokens need to be used in this case. A general description telling the customer that a ticket has been opened will suffice. Links to logos and formatting are acceptable as well
Emails sent from EngageIP to users, admins or customers, will be sent to the email address on their contact type that is marked (from the setup tabpage/contact types) as 'Email Contact'
...
The above configuration of 'Contact Types' on the setup tab page play a key role in who is emailed on ticket updates, and to which email those updates go. The two columns specifically are 'Email Contact' and 'Receive Tickets'
...
The combination of the above, if email addresses exist, could me that emails will be sent to those contact types and any associated emails. In the example above, the technical contact would receive ticket email updates but would not receive an invoice manually emailed to the account, whereas the billing contact would receive the invoice manually emailed as well as ticket updates since for the billing contact both columns are checked as YES.
| Info |
|---|
Note: that the use of the 'Related Other' allows any number of extra email addresses, and these are always emailed when 'Email Related To' is selected. |
Admin will receive an email from a ticket if: (admins will ALWAYS receive ticket emails with 'Hidden' comments regardless of configuration. Admins are users in the system that are NOT the 'related to' user)
...
Email the 'assigned to' user - 'admin' in this case
Hide the comment from the user / customer
| Info |
|---|
Note: customers will not receive any email from this as the 'Email Related To' was not checked. No other emails will be sent. |
...
Scenario C - Based on the options selected in the image, this ticket will:
Email the 'Selected' Jim Smith contact - because 'Email Related To' is checked
Email the 'related other' contact - because 'Email Related To' is checked
| Info |
|---|
Note: no other emails will be sent in the above scenario. The admin will not receive an update and the customer will see the comment here as it is not checked as hidden. You can have 'hide comment' checked and 'email related to' at the same time, however the customer would only receive a ticket with the unhidden comments, and this latest comment would not be visible either in the email or in a customer portal. |
...
Scenario D - Based on the options selected in the image, this ticket will:
...
Email Related To - this will quickly send out the content of the ticket to the related to email addresses without the need to enter another comment or do anything else on the ticket. Only the visible comments will be sent to the related to email addresses
Hide This Ticket - this will also show as 'Unhide this ticket' if ticket is already hidden. It allows you to switch the whole ticket from hidden to unhidden and back. Hidden means customer won't see this ticket in a customer portal. As well if hidden, it will remove the check box called 'email related to' to prevent you from accidentally emailing the 'related to' emails. NOTE: If the ticket was created by the end customer, the option to HIDE the ticket will not be available. To have a hidden ticket, you can create a ticket task or a new ticket accordingly
Workorder - clicking this allows you to assign this ticket to a workorder
Print - this opens a new browser or tab with a printer friendly version of the ticket for printing to a local or network printer
...
the email address is on a contact that is marked as the email contact on the ticket under 'related to'
the email address is on a contact that is marked as the email contact on an account that is in the ticket group (associated to ticket group via roles)
the email address is on a contact that is marked as an email contact attached to an account that is defined as the 'assigned to' user
the email address is listed in the 'related other' section of the ticket
the email address is on a contact that is marked as email contact on an account that is listed in the 'selected' box on the ticket
the email address is setup on the 'assigned to' user
| Info |
|---|
Note: if an email comes in that does not meet the conditions but does have a valid ticket ID, it is sent to the forwarding email address and stamped as 'unauthorized reply' which indicates that EngageIP could not authenticate the email address that it came from even though EngageIP sees a valid ticket in the system. |
In this 'Existing Ticket' scenario email notification works as follows once a condition is met:
The 'Assigned To' user will receive an email with the ticket update details
If a User is specified (in the Incoming Email Account Setup) the specified user will receive an email regarding the email
Configuration
On the Setup tab page click Incoming E-mail Servers
Configure the account, categories, and other option defaults
Select a canned email from the list so that customers will receive an email notifying them that the ticket was created
Configure the forwarding address - this is the email that EngageIP will forward the email to if it cannot find a match for a customer in the database. Do not set this to the email address that you are checking otherwise an endless loop of emailing and checking will occur
To test, send an email to your 'support' address
Ensure that the Event Manger is running
Check the ticket to confirm that it was created / updated
| Info |
|---|
Note: when an email is replied to only the last response will be saved to the ticket. This is listed as the text above the 'FROM' address on the next section of email detail, i.e. the detail from the user you responded to. This is so that the ticket does not keep duplicated previous email content. |
EngageIP looks for the following tags to determine where to cut off the email:
...
Customer emails in
System cannot find an email address related to an account (or too many emails exist in your system from that person and it doesn't know where to add a ticket)
The system will forward that via the 'Forward Identity Email Address'
Setup a second incoming mail server to check the mailbox for that forward identity email address.
Since the email is forwarded from EngageIP, the FROM address will be your support email address. If that support email address exists on a generic account in the system, the system then can take that email and generate a ticket under that generic support account
Then you can associate that ticket as needed to other accounts (if you have the custom code installed to switch the 'related to' user)
| Info |
|---|
Note: the end customer will not receive an email in this case because once the email address is not found in EngageIP and it forwards the email to the secondary incoming server, the FROM is actually the first support address and therefore the system doesn't know who to email it to after it creates a generic ticket. Custom code or some other method would need to be implemented if you wanted the original emailer to still receive an email even when the generic ticket is created. |
The end goal is that if the system can't find a user, it forwards it to your secondary incoming mail server which then is able to associate and generate a ticket on a general support account you've setup.
...
Admin users are assigned to groups by way of Role. Click on Ticket Groups on the setup tabpage, then click on an specific group you created and you'll see a series of check boxes below pertaining to roles. 1 or more roles can be attached, those are the roles (and users within which) will see the ticket in their ticket list.
...
Make sure the subject contains the matching ticket number somewhere in them subject line in the proper format (i.e. "Ticket #xxxxxx" where xxxxxx is the ticket number). If EngageIP sees this string, it will append the email to the ticket with that number
Review the functionality and configuration sections outlined in the Email to Ticket Functionality and Configuration section to ensure the configuration is in order and the inbound email address meets the proper criteria