Tickets can be created on behalf of the customer from the Cases page or from the Help Desk Dashboard.
Create Tickets from the Cases Page
- From the main menu navigate to Service > Cases.
- In the top right corner select Open New Case button.
Create tickets from the Helpdesk Dashboard
- From the main menu navigate to Reports > Helpdesk Dashboard.
- Select Open New Case in the right corner.
NOTE: When editing support cases, certain information can only be modified while a case is in Draft status. Change the quote back to Draft status to make the changes, then change it back.