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Ticket System

The ticket system feature in Business Portals allows users (web portal and mobile app) to communicate directly with the administrators of Business Portals. This facilitates efficient support and optimized communication between users and administrators.

Create a New Ticket

In terms of design, new tickets can only be created by users (web portal and mobile app users). Each ticket contains all relevant information based on the configured ticket details, such as priority, status, type, title, message, and any attachments. After creation, the ticket will be listed on the Business Portals - Tickets page or accessed through the role center in the ticket area under the cue labeled New.

Follow these steps to create a new ticket in the web portal:

  1. Log in with your user account in Business Portals.
  2. Click on your username in the upper right corner of the web portal to open the dropdown menu.
  3. Select the entry Your Tickets from the dropdown menu. The ticket overview will open.
  4. In the ticket overview, there is a button with a paper airplane icon in the upper right corner. This button is used to create a new ticket.
  5. Click on the button. The Create New Ticket window will open.

  6. Enter the required ticket information:

    • Subject of the ticket
    • Type of the ticket
    • Priority
    • additional participants

    The selectable values depend on the respective system configuration and may vary based on user role. Corresponding user rights must be set up in the User Groups.

  7. Describe your concern in the text field as detailed as possible. Optionally, you can add one or more attachments to the ticket. The types of files that can be uploaded depend on the configuration. For more information, see Ticket System File Types.

  8. Finally, click on Create. The ticket will be created in the system and automatically displayed in Business Central. An administrator or support staff can further process the ticket there and update the status.

Working with a Ticket

Accessing the Tickets

There are several 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 function. All tickets, regardless of their status, are listed here without filters.

  1. Open the Business Portals Role Center.
  2. Click on the magnifying glass in the upper right area to open the global search.
  3. Enter Business Portals – Tickets in the search field.
  4. Click on the search result Business Portals – Tickets. An unfiltered overview of all tickets created by users in the web portal will open.

The role center contains cues for New, Open, Pending, and Closed tickets. These cues allow you to open the tickets page directly, with the list filtered according to the selected tile.

  1. Open the Business Portals Role Center.
  2. Navigate to the Activities section.
  3. In this section, you will find the corresponding tiles of the ticket system under Business Portals – Tickets. If these tiles are not visible, they must be configured in the Ticket System Setup first.
  4. Click on the respective tile to:
    • Open New Tickets
    • Open Open Tickets
    • Open Pending Tickets
    • Open Closed Tickets

Info

You can search for a specific ticket on this page by using the search function. Additionally, it is possible to change the sorting of the tickets; click on the corresponding option to sort them in descending or ascending order.

Viewing and Sending Messages

On the ticket page of Business Portals, the 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 complete conversation history.

To send a new message, follow these steps:

  1. Open the Business Portals Role Center.
  2. Access the tickets either through the corresponding tile in the role center or via the global search.
  3. Select the ticket you want to view or respond to.
  4. After selecting the ticket, click on Edit. The following page will show you an overview of the ticket history. You can view detailed information about the author and click on individual entries to display the respective ticket history and message history.
  5. Now click on the action Compose New Message.
  6. Write the message that is to be sent.
  7. Change the status as needed.
  8. Additionally, attachments can be added if necessary.
  9. Press OK to send the message.

Change Status

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

The ticket status can be changed without sending a new message. This function 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. Start in the Business Portals Role Center.
  2. Select the ticket on the Business Portals - Tickets page whose status needs to be changed.
  3. Click on the action Set Status.
  4. Select the new Status.
  5. Press OK to change the status of the selected ticket.

Info

The statuses of the ticket system must be set up in the Ticket System Setup before they can be used.

Assign Ticket

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

To assign a ticket, follow these steps:

  1. Start in the Business Portals Role Center.
  2. Select the ticket on the Business Portals - Tickets page that is to be assigned to a user of Business Portals.
  3. Click on the action Assign Ticket.
  4. Select the user to whom this ticket should be assigned.

Tip

When opening the Business Portals - Users, it shows how many tickets are assigned to the selected user. Additionally, clicking on the number opens the Business Portals - Tickets page and filters the page to show only what is assigned to the selected user.