It's easy to make a Zammad ticket for a phone or chat request, which helps keep track of the problem and record it. Here's what you need to do:
Go to your Zammad account and sign in.
Click the '+' sign on the bottom bar to start a 'New Ticket'.
Fill in the important details:
Choose the group that the ticket is for.
Give the ticket to the person who should have it.
Enter the facts about the customer. If the customer is already in the system, it will fill itself out. If not, you'll have to type in their information by hand.
In the "Subject" line, give a short summary of the problem that is still informative. This should state the main issue or question.
In the "Article" part, describe the request or problem in detail based on what was said on the phone or in the chat. Include all the necessary information and what you've already done to try to fix the problem.
If you have any supporting papers or screenshots, please include them. You can do this by clicking on the button that says "Attachment."
Add the propper owner, group, priority and state to the ticket.
The last step is to click "Create" to send the ticket.
To make your ticket more useful for other people, keep in mind:
Clear and to the point:
- Don't use words, and make sure your writing is easy to understand.
- Use bullet points or numbered lists to break up complicated topics.
- Sort the ticket properly, and it will get to the right person or department.
- Update the ticket often so that everyone knows how things are going or what has changed.
- Every Zammad ticket has a unique number that can be used to talk to other people about the ticket. This unique ticket number is at the top of the ticket information view in Zammad and in the subject line of all emails about tickets. With this number, anyone with the right permissions can easily look for and find the specific ticket in the system.
- Always talk about this ticket's unique number when talking about it with other people to avoid misunderstanding and make sure everyone is on the same page.