Creating Tickets from the Admin Area

This article guides you through the process of creating new support tickets for customers within Thulo Cloud's admin interface.

Steps to Open a New Ticket:

1. Access the Ticket Creation Menu: Click on Support in the Thulo Cloud sidebar menu, followed by New Ticket.
   

2. Assign Agent (Optional): Select the staff member you want to handle this ticket. You can also leave it unassigned (default is you).

3. Select Customer: Choose the customer associated with the ticket.

4. Department Selection: Specify the relevant department this ticket pertains to.

5. Prioritize the Ticket: Choose the appropriate priority level (e.g., High, Medium, Low) based on urgency.

6. Compose Ticket Details: Enter a clear and concise subject line summarizing the customer's issue.

   • Add a detailed message body describing the customer's concern and any relevant information.
     

Understanding Email Notifications:

• The "To" and "Email" address fields are for informational preview only and cannot be directly modified.
• The customer will receive an email notification (content customizable in Setup > Email Templates > New Ticket Opened (Admin)) informing them that a new ticket has been created on their behalf.
  
• If assigned to a specific staff member:
  • That staff member will be notified about the ticket assignment.
  • Staff members can only view tickets assigned to their department if the option "Allow staff to access only tickets that belong to staff departments" is unchecked in Setup > Settings > Support.
    

Benefits of Using the Admin Area for Ticket Creation:

• Centralized Organization: Manage all support requests from a single location within Thulo Cloud.
• Improved Efficiency: Streamline ticket creation and assignment for better workflow management.
• Clear Communication: Automated email notifications keep both customers and assigned staff informed.

By effectively utilizing the admin area for ticket creation in Thulo Cloud, you can ensure efficient issue logging, proper communication, and organized management of your customer support operations.