{"id":2703,"date":"2024-08-12T19:43:02","date_gmt":"2024-08-12T16:43:02","guid":{"rendered":"https:\/\/akaunting.com\/hc\/docs\/helpdesk\/creating-tickets-in-helpdesk\/"},"modified":"2024-08-16T11:57:18","modified_gmt":"2024-08-16T08:57:18","slug":"creating-tickets-in-helpdesk","status":"publish","type":"docs","link":"https:\/\/akaunting.com\/hc\/docs\/helpdesk\/creating-tickets-in-helpdesk\/","title":{"rendered":"Creating Tickets in Helpdesk"},"content":{"rendered":"\n<p>Add customer inquiries by creating tickets in Helpdesk.<\/p>\n\n\n\n<p>You can define the category, status, and transactions related to the ticket.<\/p>\n\n\n\n<p><em>Note: To use the Helpdesk features, you need to <a href=\"https:\/\/akaunting.com\/hc\/docs\/apps-and-integrations\/installing-an-app\/\" rel=\"noreferrer noopener\" target=\"_blank\">Install<\/a> or <a href=\"https:\/\/akaunting.com\/hc\/docs\/apps-and-integrations\/purchasing-an-app\/\" rel=\"noreferrer noopener\" target=\"_blank\">Purchase<\/a> the <a href=\"https:\/\/akaunting.com\/apps\/helpdesk\" rel=\"noreferrer noopener\" target=\"_blank\">Helpdesk App<\/a>.<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Creating tickets in Helpdesk<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"#akauntingusers\">Akaunting Users<\/a><\/li>\n\n\n\n<li><a href=\"#yourclients\">Your Clients\/Customers<\/a><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"akauntingusers\">Akaunting Users<\/h3>\n\n\n\n<figure class=\"wp-block-video\"><video height=\"1600\" style=\"aspect-ratio: 2880 \/ 1600;\" width=\"2880\" controls src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/16114818\/create-ticket-in-helpdesk.mp4\"><\/video><figcaption class=\"wp-element-caption\"><em>Create ticket in Helpdesk as an Akaunting user<\/em><\/figcaption><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>From your Akaunting Dashboard, <strong>Click<\/strong> <strong>Helpdesk<\/strong> on the Navigation Menu Panel<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"2465\" height=\"799\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194.png\" alt=\"Creating tickets in Helpdesk\" class=\"wp-image-2706\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194.png 2465w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194-300x97.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194-1024x332.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194-768x249.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194-1536x498.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194-2048x664.png 2048w\" sizes=\"auto, (max-width: 2465px) 100vw, 2465px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Select <strong>New Ticket.<\/strong><\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1771\" height=\"567\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194627\/Select-New-Ticket-e1723798259193.png\" alt=\"Select New Ticket in Helpdesk\" class=\"wp-image-2707\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194627\/Select-New-Ticket-e1723798259193.png 1771w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194627\/Select-New-Ticket-e1723798259193-300x96.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194627\/Select-New-Ticket-e1723798259193-1024x328.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194627\/Select-New-Ticket-e1723798259193-768x246.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194627\/Select-New-Ticket-e1723798259193-1536x492.png 1536w\" sizes=\"auto, (max-width: 1771px) 100vw, 1771px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>On the New Tickets page, Enter the Subject.<\/li>\n\n\n\n<li>Select from the list of Categories (Change Request, Incident, New Feature Request, Problem). You can also add a new category.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1962\" height=\"1203\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194720\/Enter-new-ticket-details-e1723798298451.png\" alt=\"Enter new ticket details\" class=\"wp-image-2708\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194720\/Enter-new-ticket-details-e1723798298451.png 1962w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194720\/Enter-new-ticket-details-e1723798298451-300x184.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194720\/Enter-new-ticket-details-e1723798298451-1024x628.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194720\/Enter-new-ticket-details-e1723798298451-768x471.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194720\/Enter-new-ticket-details-e1723798298451-1536x942.png 1536w\" sizes=\"auto, (max-width: 1962px) 100vw, 1962px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Select a related transaction for the ticket. Invoices, Bills, Purchase\/Sales orders and other transactions are listed here.<\/li>\n\n\n\n<li>Define <strong>Status<\/strong><\/li>\n\n\n\n<li>Choose <strong>Priority<\/strong> (High, Low, Medium, or Urgent)<\/li>\n\n\n\n<li>Assign a team member. (This is only applicable if you have invited a team member. See details on how to <a href=\"https:\/\/akaunting.com\/hc\/docs\/users-and-roles\/inviting-a-user\/\" target=\"_blank\" rel=\"noreferrer noopener\">invite a team member here<\/a>)<\/li>\n\n\n\n<li>In the <strong>Message<\/strong> box, enter an explanation for the ticket.<\/li>\n\n\n\n<li>Add an Attachment if necessary.<\/li>\n\n\n\n<li>Then, <strong>Save<\/strong>.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"307\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194803\/See-a-list-of-tickets-1024x307.png\" alt=\"See a list of tickets\" class=\"wp-image-2709\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194803\/See-a-list-of-tickets-1024x307.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194803\/See-a-list-of-tickets-300x90.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194803\/See-a-list-of-tickets-768x230.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194803\/See-a-list-of-tickets-1536x460.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194803\/See-a-list-of-tickets-2048x614.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A new ticket is added to the tickets page.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"yourclients\"><strong>Clients\/Customers<\/strong><\/h3>\n\n\n\n<p>Your clients can create tickets using the helpdesk app. However, you need to give the client access.<\/p>\n\n\n\n<p>See details on how to <a href=\"https:\/\/akaunting.com\/hc\/docs\/users-and-roles\/using-the-client-portal\/\" rel=\"noreferrer noopener\" target=\"_blank\">invite a client here<\/a>.<\/p>\n\n\n\n<figure class=\"wp-block-video\"><video height=\"1600\" style=\"aspect-ratio: 2880 \/ 1600;\" width=\"2880\" controls src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/16115503\/create-ticket-in-helpdesk-portal.mp4\"><\/video><figcaption class=\"wp-element-caption\"><em>Create a ticket in helpdesk from the client portal.<\/em><\/figcaption><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>From the Client Portal dashboard, the Client clicks Helpdesk on the navigation menu panel.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"2774\" height=\"721\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194857\/Client-clicks-Helpdesk-on-the-navigation-menu-panel-e1723798338861.png\" alt=\"Client clicks Helpdesk on the navigation menu panel.\" class=\"wp-image-2710\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194857\/Client-clicks-Helpdesk-on-the-navigation-menu-panel-e1723798338861.png 2774w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194857\/Client-clicks-Helpdesk-on-the-navigation-menu-panel-e1723798338861-300x78.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194857\/Client-clicks-Helpdesk-on-the-navigation-menu-panel-e1723798338861-1024x266.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194857\/Client-clicks-Helpdesk-on-the-navigation-menu-panel-e1723798338861-768x200.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194857\/Client-clicks-Helpdesk-on-the-navigation-menu-panel-e1723798338861-1536x399.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194857\/Client-clicks-Helpdesk-on-the-navigation-menu-panel-e1723798338861-2048x532.png 2048w\" sizes=\"auto, (max-width: 2774px) 100vw, 2774px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The Client clicks New General Tickets.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1780\" height=\"534\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194957\/client-clicks-new-general-tickets-e1723798364467.png\" alt=\"client clicks new general tickets\" class=\"wp-image-2711\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194957\/client-clicks-new-general-tickets-e1723798364467.png 1780w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194957\/client-clicks-new-general-tickets-e1723798364467-300x90.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194957\/client-clicks-new-general-tickets-e1723798364467-1024x307.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194957\/client-clicks-new-general-tickets-e1723798364467-768x230.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194957\/client-clicks-new-general-tickets-e1723798364467-1536x461.png 1536w\" sizes=\"auto, (max-width: 1780px) 100vw, 1780px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The Client enters details in the necessary fields<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"814\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195033\/Client-enters-new-ticket-details-1024x814.png\" alt=\"Client enters new ticket details\" class=\"wp-image-2712\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195033\/Client-enters-new-ticket-details-1024x814.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195033\/Client-enters-new-ticket-details-300x239.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195033\/Client-enters-new-ticket-details-768x611.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195033\/Client-enters-new-ticket-details-1536x1222.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195033\/Client-enters-new-ticket-details.png 1612w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Write a <strong>Subject<\/strong>.<\/li>\n\n\n\n<li>Select the <strong>Category<\/strong>. <em>Unlike a User, the Client only has access to Categories created by the User and can&#8217;t create new categories.<\/em><\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"505\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195123\/Client-selects-the-Category-of-new-ticket-1024x505.png\" alt=\"Client selects the Category of new ticket\" class=\"wp-image-2713\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195123\/Client-selects-the-Category-of-new-ticket-1024x505.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195123\/Client-selects-the-Category-of-new-ticket-300x148.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195123\/Client-selects-the-Category-of-new-ticket-768x378.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195123\/Client-selects-the-Category-of-new-ticket.png 1514w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Choose the related transaction if applicable.<\/li>\n<\/ul>\n\n\n\n<p><em>The <\/em><strong><em>Related To <\/em><\/strong><em>field lists all the transactions (Invoices, Bills, Payment\/Sales Orders, and other transactions associated with the Client).<\/em><\/p>\n\n\n\n<p>If a ticket is related to any transaction, the Client can select that transaction.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"553\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195233\/Related-To-field-lists-all-the-transactions-1024x553.png\" alt=\"Related To field lists all the transactions\" class=\"wp-image-2714\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195233\/Related-To-field-lists-all-the-transactions-1024x553.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195233\/Related-To-field-lists-all-the-transactions-300x162.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195233\/Related-To-field-lists-all-the-transactions-768x415.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195233\/Related-To-field-lists-all-the-transactions-1536x830.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195233\/Related-To-field-lists-all-the-transactions.png 1606w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Define the Ticket <strong>Status<\/strong><\/li>\n\n\n\n<li>Write a detailed explanation in the <strong>Message<\/strong> field.<\/li>\n\n\n\n<li>Upload an <strong>attachment<\/strong> if necessary.<\/li>\n\n\n\n<li>Then, <strong>Save<\/strong>.<\/li>\n<\/ul>\n\n\n\n<p>The ticket is created and added to the tickets list page.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"2355\" height=\"632\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195332\/list-of-tickets-created-by-the-client-e1723798394954.png\" alt=\"list of tickets created by the client\" class=\"wp-image-2715\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195332\/list-of-tickets-created-by-the-client-e1723798394954.png 2355w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195332\/list-of-tickets-created-by-the-client-e1723798394954-300x81.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195332\/list-of-tickets-created-by-the-client-e1723798394954-1024x275.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195332\/list-of-tickets-created-by-the-client-e1723798394954-768x206.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195332\/list-of-tickets-created-by-the-client-e1723798394954-1536x412.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12195332\/list-of-tickets-created-by-the-client-e1723798394954-2048x550.png 2048w\" sizes=\"auto, (max-width: 2355px) 100vw, 2355px\" \/><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>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 Clients\/Customers Your clients can create tickets using the helpdesk app. However, you need to [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":2701,"menu_order":2,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-2703","docs","type-docs","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/docs\/2703","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/comments?post=2703"}],"version-history":[{"count":3,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/docs\/2703\/revisions"}],"predecessor-version":[{"id":2795,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/docs\/2703\/revisions\/2795"}],"up":[{"embeddable":true,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/docs\/2701"}],"wp:attachment":[{"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/media?parent=2703"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/doc_tag?post=2703"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}