Raise a ticket

Smile can automatically raise a ticket when many different events occur, for example, an invoice becomes overdue, a system event occurs, or a customer sends an email or calls your hotline. If required, an operator can also raise a ticket to track customer issues or start a workflow.

This task explains how an operator raises a ticket.

  1. View the helpdesk inbox.
    The Help Desk page appears and displays any tickets assigned to you and your assignment group.
  2. Do one of the following:
    • On the Helpdesk menu, click Create Ticket.
    • On the Help Desk inbox page, click New ticket...
    The Create a new ticket page is displayed.
  3. Click the ticket type to create. If prompted to do so, type the subject for the new ticket and click Continue.
    Smile creates the ticket and, if any actions are configured, performs the ticket actions.
You may need to perform additional steps after the ticket is created, for example, assign the ticket to an operator, link the ticket to an existing ticket or add a description that explains why you raised the ticket.