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.

Enable the Ticketing module

1. In the navigation pane, select Settings > Account Management.

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.

asset-panda.assetpanda.app will be used as your subdomain.

1. Click Continue. A confirmation page is displayed.

2. Click Save. The Ticketing module can be accessed in the navigation pane by users with the appropriate role or user permissions.

By default, the Ticketing view is named Help desk, but you can rename it to meet your business needs.

Manage the Ticketing collection

1. In the navigation pane, select Settings > Account Management.

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.

View the Ticketing page

1. Perform one of the following steps to display the module pane:

   • In the navigation pane, click the  Account Switcher and then select the appropriate account and module.

   • Click 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.

4. To filter the ticket list:

   1. Click . 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 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.

   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.

The export only includes records and fields displayed based on the applied search, filter, and sort settings.

Ticket fields

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

• 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.

Create a ticket

1. 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.

9. Click Save.

View a ticket

1. Manage the ticket collection 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

1. View the ticket to edit. The ticket's details pane is displayed.

2. Click . The Edit ticket page is displayed.

3. Edit the available Ticket fields.

System-generated fields (Ticket Number, Reported by, Created at, and Last updated at) cannot be modified.

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 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.

• 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.

View tickets for a record

1. Navigate to the collection that contains the record. See Manage collections.

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.