Ticketing System
Capture, process and respond to tickets, subtasks and customer requests in a structured workflow.
By Christian and 2 others3 authors9 articles
Feature Overview – Ticketing SystemLearn how the Ticketing System module structures requests and customer reports.
Basic Settings – Ticketing SystemConfigure the Ticketing System company-wide: customer access, creation, remarks, time bookings and mailbox.
Master Data – Ticketing SystemManage categories, tags and own labels for ticket priorities.
Create and Edit TicketsLearn how to create tickets in ZEP, assign processors and extend them over time.
Ticket Status and TransitionsLearn which standard statuses ZEP tickets run through and how they affect booking and editing.
View and Manage TicketsLearn where to find tickets, filter lists and book project times directly on tickets.
Manage Sub-tasksLearn how to break complex tickets into sub-tasks with their own duration and status.
Mailboxes and Automatic TicketsConfigure mailboxes, generate tickets automatically from emails and set up notifications and escalations.
Customer Access to the Ticketing SystemLearn how to give customer contact persons login access to the Ticketing System and grant per-project permissions.