The Ticket Management window displays all trouble tickets that have been created in Service Center or sent to Service Center by Support Assistant, and has many filtering options available to define what is displayed in the list of trouble tickets.
Trouble Tickets are created by alert actions, by Service Center users or by Support Assistants.
What You Can Do
- pass a trouble ticket to a Professional Services Automation (PSA) or service desk system or to another Service Center
- use permissions to allow a Customer role to assign Trouble Tickets
- create Service Center users for your customers and allow them to create trouble tickets to request service
- show customers how many tickets have been closed using the Work Completed Summary report