The Ticketing System module bundles requests and customer reports into structured tickets with defined workflow, clear responsibilities and a traceable history. Tickets can be recorded per project, broken down into subtasks, booked with project times and generated automatically from incoming emails.
Tip: The ticket system supports three typical use cases. As a to-do list for structured tasks within projects with responsible persons and deadlines, as trouble tickets for documenting and resolving errors, and as support tickets for incoming customer requests with clear response times and escalation rules.
Product Line Availability
Note: The Ticketing System is available in ZEP Compact and ZEP Professional. It is added as an optional module via the ZEP Self-Service Tool under Administration > Account.
Permissions
Work with tickets is structured by role:
Administrators: Configure the module, maintain categories, tags, mail templates and mailboxes, manage customer access and see all tickets in the company.
Project managers with budget responsibility: See and edit all tickets of their projects, assign processors, change status and planned hours and use the reports.
Employees: Create tickets for projects they are assigned to, edit tickets assigned to them, add remarks and attachments and book project times directly on tickets or subtasks.
Customer contact persons: With active customer access they can create, view and extend tickets for their projects via their own login. Which actions are allowed is controlled per contact person.
Additional Menu Items
With the Ticketing System module, additional menu items and detail tabs become available in several areas of the ZEP interface:
Tickets
The module adds a Tickets entry to the main menu with two sub-items:
Tickets > My Tickets: All tickets where you are the processor or that have no processor yet.
Tickets > All Tickets: Company-wide overview of all tickets with filtering and bulk operations.
Note: When opening a ticket, the following tabs are available: Data, Projects (multiple assignment), Subtasks, Project Times, with active Resource Planning Work Packages, with active Invoicing module Invoice Items, plus Cover Sheet (print view) and the action Delete Ticket.
Projects > General > Tickets
Each project detail view contains a Tickets tab. Here you see all tickets of the project in a list view and can create new project tickets directly.
Employees > Administration > Tickets
In the employee detail view, the Administration area contains a Tickets tab. Here you see all tickets for which the selected employee is set as processor and can create new tickets directly with this processor.
Customers > Contact Persons > Tickets and Permissions
The detail view of a customer contact person contains two additional tabs:
Tickets: All tickets that the contact person has created or viewed via customer access.
Permissions: Here you set up customer access and define per contact person which actions are allowed in the customer portal (e.g. create, view or close tickets).
Reports > Customers > Customer Access Permissions
Under Reports > Customers > General, the module adds the entry Customer Access Permissions. This central overview shows all customer contact persons with customer access and their permissions at a glance and allows management across multiple customers.
Administration > Ticketing System
In the administration area, the Ticketing System box appears with the following items:
Settings: Workflow, customer access, remarks, mailbox and other module configuration.
Notifications: Which events notify which recipients by email.
Mail templates: Template texts for automatic notification mails.
Mailboxes: Email inboxes for automatic ticket generation from incoming mails.
Categories: Master data for ticket classification.
Tags: Master data for free tagging.
Dashboard Widgets
The module adds two widgets to My Dashboard:
My Tickets (group My data): Personal view of all tickets where you are assigned as processor.
All Tickets (group Team and organization): Company-wide overview of all tickets with filter and sorting options.
Delimitation from Other Modules
Note: The Ticketing System is interlinked with two further optional modules:
• With the Quotation Management module you can reference tickets in quotations and give ticket processors read access to the corresponding quotations.
• With the Resource Planning module you can create work packages at ticket or subtask level and thereby integrate ticket work into planning.