Creating Tickets in Helpdesk

Add customer inquiries by creating tickets in Helpdesk.

You can define the category, status, and transactions related to the ticket.

Note: To use the Helpdesk features, you need to Install or Purchase the Helpdesk App.

Creating tickets in Helpdesk

• Akaunting Users
• Your Clients/Customers

Akaunting Users

• From your Akaunting Dashboard, Click Helpdesk on the Navigation Menu Panel

• Select New Ticket.

• On the New Tickets page, Enter the Subject.
• Select from the list of Categories (Change Request, Incident, New Feature Request, Problem). You can also add a new category.

• Select a related transaction for the ticket. Invoices, Bills, Purchase/Sales orders and other transactions are listed here.
• Define Status
• Choose Priority (High, Low, Medium, or Urgent)
• Assign a team member. (This is only applicable if you have invited a team member. See details on how to invite a team member here)
• In the Message box, enter an explanation for the ticket.
• Add an Attachment if necessary.
• Then, Save.

• A new ticket is added to the tickets page.

Clients/Customers

Your clients can create tickets using the helpdesk app. However, you need to give the client access.

See details on how to invite a client here.

• From the Client Portal dashboard, the Client clicks Helpdesk on the navigation menu panel.

• The Client clicks New General Tickets.

• The Client enters details in the necessary fields

• Write a Subject.
• Select the Category. Unlike a User, the Client only has access to Categories created by the User and can’t create new categories.

• Choose the related transaction if applicable.

The Related To field lists all the transactions (Invoices, Bills, Payment/Sales Orders, and other transactions associated with the Client).

If a ticket is related to any transaction, the Client can select that transaction.

• Define the Ticket Status
• Write a detailed explanation in the Message field.
• Upload an attachment if necessary.
• Then, Save.

The ticket is created and added to the tickets list page.