Unlike some other Service Desk systems we make it super easy for your Clients to add Tickets, it's on the header of every page of your system. You can't miss it, and neither can your Clients.
If you have more than one [Ticket Type] you will be asked which one you want to use. If you only have a single Ticket Type it will skip this step.
Multiple Ticket Type options will be shown like this:
Ticket Hub Customer View
The customer view of a Ticket form is based on the options you have set within the Ticket Type. The Title and Description box will appear to all users however the other fields that are shown depend on the ticket type set up - for example you may choose not to show impact, urgency for your customers to choose or perhaps you don't want to allow attachments. You can also determine which custom fields, if any, you wish to display within the ticket form that your customer will be presented with. See Custom Fields for more details on those.
Here is a customer view of an IT Support Request Ticket.
Ticket Hub Agent View
Agents when creating tickets will be given extra Agent Options allowing them to manage the direction of the ticket progress. Agents may not always be raising tickets for themselves, they may be raising it on behalf of a customer who has perhaps emailed or phoned into your support department. The additional Agent Options at the bottom of the same type of ticket as above is shown here:
Via Email
Within Managing Ticket Types you will be able to enable Allow Tickets by Email which allows your clients to send an email which will be auto generated as a ticket. The auto generated ticket will use the subject line of the email as the ticket title and the body of the email will become the body of the ticket. If you enable Allow Tickets by Email the system will provide you with a unique email address to be used for this feature. The default impact and urgency for the Ticket Type will be used and can be updated by your Agent when the ticket is managed.
Enabling the feature is done within Ticket Types form here: