Demo video: Helpdesk Ticket Severity
Overview
This module adds a Severity field to helpdesk tickets, helping to classify and evaluate the impact of incidents or errors on the system. This supports more prioritized and efficient management and handling of support requests.
Key Features
- Add Severity Field - Add the Severity field to the helpdesk ticket interface with levels: Critical, Major, Minor, Low.
- Support Filtering by Severity - Allow searching and filtering support requests by severity level for easy information retrieval.
- Dashboard Data Updates - Display the number of requests by severity level and priority on the Dashboard.
Benefits
- Incident Impact Assessment - Help businesses identify and prioritize incident handling based on system impact.
- Resource Allocation Optimization - Enable appropriate resource allocation to handle important requests first, improving support efficiency.
- Enhanced Monitoring and Reporting - Easily monitor the volume and severity of support requests to improve service.
Target Users
- Technical Support Department - Helpdesk teams, IT Support teams who need to classify and prioritize support requests.
- System and Customer Service Management - Those who supervise and coordinate support activities in the enterprise.
- Businesses Needing Support Process Optimization - Organizations wanting to improve efficiency and response time in handling support requests.
Editions Supported
- Community Edition
Installation
- Navigate to Apps.
- Search with keyword viin_helpdesk_severity.
- Press Install.
Instruction
Instruction video: Helpdesk Ticket Severity
1. Evaluate the severity level of tickets
After installing, go to Helpdesk app > Tickets > All tickets, choose a ticket. In the detailed view of Ticket, you can evaluate the severity level of tickets by choosing the set-up levels, including critical, major, minor/medium, and low.
2. Search the ticket based on the filter of severity levels
Go to Helpdesk app, select a Helpdesk Team, then press Filters and fill in the severity level in order to search the related tickets.
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