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Ticket System

The Ticketing System feature in Business Portals allows users (web portal and mobile app) to communicate directly with Business Portals administrators. This facilitates efficient support and streamlined communication between users and administrators.

New Ticket

By design, new tickets can only be created by users (web portal and mobile app users). Each ticket includes all relevant information based on the configured ticket details, such as priority, status, type, title, message, and any attachments. Once created, the ticket is listed on the Business Portals - Tickets page or accessed through the Role Center in the Ticket Area under the cue labeled New.

Working with a Ticket

Accessing the tickets

There are multiple ways to access the tickets :

  • All tickets are displayed on the Business Central - Tickets page. This page can be accessed and searched using the standard search functionality. All tickets, regardless of their status, are listed here without any filters.
  • The Role Center includes cues for New, Open, Waiting, and Closed tickets. These cues allow you to open the Tickets page directly, with the list filtered according to the selected cue.

Viewing and Sending Messages

On the Business Portals Ticket page, ticket details can be viewed and edited using the Edit action in the action bar. This page also displays all messages associated with the selected ticket, allowing you to review the full conversation history.

To send a new message, follow these steps :

  1. Click on the Compose a New Message in the action bar.
  2. Write the message that wants to be send.
  3. Change the status as necessary.
  4. Additionally attachments can be added if needed.
  5. Press OK to send the message.

Changing Status

The ticket status can be changed without sending a new message.

The ticket status can be changed without sending a new message. This feature is useful when no additional communication is required, but the ticket status needs to be updated.

To change the status without sending a new message, follow these steps :

  1. In the Business Portals - Tickets page, select the ticket that needs a change of status.
  2. Click on the Set Status action.
  3. Select the new status.
  4. Press OK to change to the status of the selected ticket.

Assigning Ticket

Tickets can be assigned to a specific Business Portals user. This helps the Business Portals user maintain a clear overview of the tickets they are responsible for and manage their workload more effectively.

To assign a ticket, follow these steps :

  1. In the Business Portals - Tickets page, select the ticket that wants to be assigned to a Business Portals user.
  2. Click on the Assign Ticket action.
  3. Select which user needs to be assigned to this ticket.

Tip

When opening the Business Portals - User, selecting a user will have the factbox show how many tickets are assigned to the selected user. Additionally, clicking on the count will open Business Portals - Tickets page and filter the page to only show what is assigned to the selected user.