Create a Help Desk/ITSM Ticket

Learn about creating a ticket, selecting from various fields or entering information, and about various options

Starting the Ticket Creation Process

Entering Basic Information

To begin, ensure the "Create Ticket" tab is highlighted in blue. Here, you'll enter essential details like a name, phone number, email, or other relevant information, and then press Enter. If a list appears, simply click the correct name to start creating your ticket.

Selecting the Nature of Request

The first step in ticket creation is selecting a nature of request, which categorizes your issue. You can use either your mouse or keyboard for this selection. This categorization helps in directing your ticket to the appropriate team or individual.

Detailing Your Ticket

Describing the Issue

After selecting the category, enter a detailed description of your issue. Your description should be clear and concise to ensure quick and accurate responses. Additionally, you will make other selections from the available menus in this section to further define your ticket.

Adding Public and Private Notes

Public notes are visible to everyone and can be emailed to others, while private notes are only visible to your colleagues and hidden from those using the self-service portal. Use these note options to add any relevant information or context to your ticket.

Resolution and Creating the Ticket

If you're ready to close the ticket immediately, add a resolution and click Create. This option is useful for quickly resolving simple issues.

Utilizing Optional Functions

Adding CCs and Attachments

Off to the right, you'll find optional functions. Customer CCs will receive copies of all customer notifications, and assignee CCs will get notifications meant for assignees. Attachments can be added by drag and drop, or you can attach screenshots using copy and paste. This is a convenient way to provide visual context to your issue.

Advanced Ticket Options

Searching Knowledge Articles and Old Resolutions

Based on your description, you can search for knowledge articles or old resolutions that relate to your issue. This feature can help you find existing solutions quickly.

Linking Tickets and Adding Child Tickets

You can link your ticket to a group as part of a larger issue or add child tickets as tasks to track specific work needed from others. This is particularly useful for complex issues that require coordinated efforts.

Tracking Time Worked

Enter the time you've worked on the issue in various convenient formats. Accurate time tracking is important for analysis and improving service efficiency.

Finalizing the Ticket Creation

Once all information is added and you're ready to proceed, click Create. You'll be redirected to the home page, where a confirmation message with a link to your ticket will be displayed. This link is handy for revisiting the ticket if you need to add additional information or follow up on its progress.
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