Create a New Support Incident from a Contact
- Stephanie Pepper (e-manage|ONE)
Help Desk / Support Incidents are a way to track your customers (or users) calling in for help or to aid in customer retention. The Help Desk is set up in the e-manage|ONE Administrator.
The Create a New Support Incident action menu item creates a new support incident for the currently open contact's company location.
Click the Create a New Support Incident action menu.
If you are using the Help Desk / Support Incident functionality in e-manage then your administrator has already setup the system to deliver new help desk tickets to the appropriate group. You can override this default assignment by choosing Assign Help Desk Incidents I Create To Me to automatically assign all Help Desk / Support Incidents to your queue instead of the default.
The required fields on this window are denoted by an "*" asterisk.
When you set the Level of support, the systems will deliver the group of users responsible for the incident type at the level chosen. This will mainly be useful, when the customer asks to be bumped up, or the level 1 cannot handle the problem and it needs to be pushed to a higher level tech or manager.
You can drag and drop a contact onto the primary contact label from search e-manage, recent records, favorites or any other grid that lists contacts, but it is not required. Click the save button and you will get an Incident Number on the form and can begin using the rest of the functionality that is available to Help Desk / Support Incidents.