> For the complete documentation index, see [llms.txt](https://prohelp.assetpanda.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://prohelp.assetpanda.com/settings/account-management/ticketing.md).

# Ticketing

If the Ticketing module is enabled in your organization's settings, you can create tickets to manage issues, requests, and incidents associated with your asset/record data. Each ticket in the Ticketing collection represents an item that needs attention, such as an asset problem, service request, or internal task. 

You can configure user roles and permissions to identify the users who can view and manage tickets. See [Roles & permissions](/settings/roles-and-permissions.md).

## Enable the Ticketing module <a href="#id-5.-enabling-and-configuring-ticketing" id="id-5.-enabling-and-configuring-ticketing"></a>

1. In the navigation pane, select <img src="/files/dLHka5YWbUR3zisHLua6" alt="Settings icon" data-size="line"> **Settings** > **Account Management**.&#x20;
2. Expand the appropriate account and module.
3. Click **Enable** in the **Ticketing** tile. The **Manage help desk** window is displayed.
4. Select **Turn on**, and then click **Next: set up support email**.
5. Select **Turn on**, and then click **Next**. The **Setup helpdesk** window is displayed.
6. Enter the email address name where customers can contact your team and create support requests.&#x20;

{% hint style="info" %}
asset-panda.assetpanda.app will be used as your subdomain.
{% endhint %}

7. Click **Continue**. A confirmation page is displayed.
8. Click **Save**. The Ticketing module can be accessed in the navigation pane by users with the appropriate role or user permissions.

{% hint style="info" %}
By default, the Ticketing view is named **Help desk**, but you can rename it to meet your business needs.
{% endhint %}

## Manage the Ticketing collection <a href="#id-6.-ticket-list-view" id="id-6.-ticket-list-view"></a>

1. In the navigation pane, select <img src="/files/dLHka5YWbUR3zisHLua6" alt="Settings icon" data-size="line"> **Settings** > **Account Management**.&#x20;
2. Expand the appropriate account and module, and then click **Manage** in the **Ticketing** tile. The Ticketing management options are displayed:
3. To specify the name displayed for the Ticketing module in the navigation pane:
   1. Select **Rename**.
   2. Enter the new name for the module.
   3. Click **Save**.
4. To review the routing address for Ticketing (Help desk) emails, select **Routing address**.
5. To modify the fields for the Ticketing (Help desk) module:
   1. Select **Edit fields**.
   2. Modify the fields stored for the template. See [Fields](/settings/account-management/fields.md).

## View the Ticketing page

1. Perform one of the following steps to display the module pane:
   * In the navigation pane, click the  **Account Switcher** <img src="/files/HHAqVbznZspClbgDBPVz" alt="Account Switcher icon" data-size="line"> and then select the appropriate account and module.
   * Click <i class="fa-house">:house:</i> to display the module pane.
2. Under **Other**, select the **Help Desk** (**Ticketing**) option. The list of tickets is displayed.
3. To search for a ticket, enter text in the **Search** field to search by the associated [Ticket fields](#id-4.-ticket-fields).
4. To filter the ticket list:
   1. Click <i class="fa-bars-filter">:bars-filter:</i>. The **Filter by** pane is displayed.
   2. Select the **Field name** to filter the tickets.
   3. Select the **Operator** to compare the field values.
   4. Enter the **Value** to determine the records available to the collection field.
   5. To specify multiple filter criteria, click **Add more** and then repeat steps b-d.
   6. If multiple conditions are specified, select an option to determine whether **All** or **Any** of the conditions must be met to enable the record to be displayed.
   7. Click **Apply**.
5. To sort the ticket list:
   1. Click <i class="fa-arrow-up-short-wide">:arrow-up-short-wide:</i> above the list. The **Sort by** pane is displayed.
   2. Select the **Sorting field** and whether to sort in **Ascending** or **Descending** order by the field's values.&#x20;
   3. To sort by additional fields, click **Add more** and repeat step b. You can specify up to three levels of sorting in the list.
6. To export the ticket list, see [Export record data](/maintain-records/export-record-data.md).

{% hint style="info" %}
The export only includes records and fields displayed based on the applied search, filter, and sort settings.
{% endhint %}

### Ticket fields <a href="#id-4.-ticket-fields" id="id-4.-ticket-fields"></a>

<table><thead><tr><th width="173.140625">Ticket Field</th><th>Description</th></tr></thead><tbody><tr><td>Ticket Number</td><td>System‑generated numeric identifier, used for fast search and reference.</td></tr><tr><td>Name</td><td>Short title for the ticket.</td></tr><tr><td>Description</td><td>Detailed explanation of the issue or request.</td></tr><tr><td>Status</td><td>Field to track the state of the ticket (for example, <strong>Open</strong>, <strong>In progress</strong>, or <strong>Closed</strong>).</td></tr><tr><td>Priority</td><td>Indicates the urgency of the ticket (for example, <strong>Highest</strong>, <strong>High</strong>, <strong>Medium</strong>, <strong>Low</strong>, and <strong>Lowest</strong>)</td></tr><tr><td>Assigned to</td><td>Person responsible for the ticket.</td></tr><tr><td>Reported by</td><td>User who created or reported the ticket.</td></tr><tr><td>Created at</td><td>Date and time the ticket was created.</td></tr><tr><td>Last updated at</td><td>Date and time the ticket was last modified.</td></tr></tbody></table>

{% hint style="info" %}

* System-generated fields (**Ticket Number**, **Reported by**, **Created at**, and **Last updated at**) cannot be modified.
* You can add custom fields to store additional information, such as Category, Location, Department, or Issue Impact/Severity. See [Fields](/settings/account-management/fields.md).
  {% endhint %}

## Create a ticket <a href="#id-7.-working-with-individual-tickets" id="id-7.-working-with-individual-tickets"></a>

1. [View the Ticketing page](#view-the-ticketing-page).
2. Click **New ticket**. The **New ticket** page is displayed.
3. Enter a **Name** and **Description** that clearly describe the issue. You can format the Description to include additional details, such as links to websites, as needed.
4. Set the **Status** of the ticket to **Open**.
5. Select a **Priority** based on the urgency of the issue.
6. Set **Assigned to** to the user responsible for managing the ticket.
7. To link records to the ticket:
   1. Under **Record selection**, click **Link record to ticket**. The **Link record to ticket** window is displayed.
   2. Select the **Collection** that contains the record to be linked.
   3. Use search, filter, or sort tools to locate the record.
   4. Select one or more records to be linked to the ticket.
   5. Click **Confirm**.
   6. To link records from multiple collections, repeat steps b-e.
8. Under **Attachments**, upload photos or documents to support the ticket. See [Attachments](/tools/attachments.md).
9. Click **Save**.

## View a ticket <a href="#id-7.-working-with-individual-tickets" id="id-7.-working-with-individual-tickets"></a>

1. [Manage the ticket collection](#id-6.-ticket-list-view) to search for the tickets to view.
2. Select a ticket row. The ticket's details pane is displayed:
   * The **Details** tab displays the ticket data, including linked records and attachments.
   * The **Activity** tab shows the history of the ticket, including any comments and data updates, with the newest activity at the bottom of the view.
3. To view the full details of the activity, click **View full details**.
   * The main area shows the Activity stream for the ticket.
   * The side pane shows the ticket details, including linked records and attachments.

## Edit a ticket <a href="#id-7.3-edit-a-ticket" id="id-7.3-edit-a-ticket"></a>

1. [View the ticket ](#id-7.-working-with-individual-tickets)to edit. The ticket's details pane is displayed.
2. Click <i class="fa-pen">:pen:</i>. The **Edit ticket** page is displayed.
3. Edit the available [Ticket fields](#id-4.-ticket-fields).

{% hint style="info" %}
System-generated fields (**Ticket Number**, **Reported by**, **Created at**, and **Last updated at**) cannot be modified.
{% endhint %}

## Add comments to a ticket

You can submit notes or comments on a ticket to share information with internal team members.

1. [View the ticket ](#id-7.-working-with-individual-tickets)to edit. The ticket's details pane is displayed.
2. Select the **Activity** tab.
3. Select the recipients to be notified of the ticket activity.
4. Enter the ticket information to be shared.
5. Select whether the information should be shared as an **Internal message** or as a **Reply to ticket**.
6. Click **Send**. The information is shared in the **Activity** tab.

{% hint style="info" %}

* Activity is intended for internal notes between team members, not for external email threads. Comments are visible by all who have access to view the ticket.
* Each **Activity** entry indicates the user who made the change and the date it occurred.
  {% endhint %}

## View tickets for a record <a href="#id-9.2-view-tickets-from-a-record" id="id-9.2-view-tickets-from-a-record"></a>

1. Navigate to the collection that contains the record. See [Manage collections](/settings/account-management/collections.md).
2. Click the record to be updated. The details pane is displayed.
3. Click **View full details**.
4. Select the **Tickets** tab. All tickets associated with the record are displayed.
5. Select a ticket to view its details, including its activity, attachments, and linked records.