There are a number of potential uses for our Ticketing Defaults and Ticketing Profiles options that are now available.
The first section to cover is Ticketing Defaults. For Ticketing defaults you can create more than one ticketing default so that you can have tickets get generated on different boards or with different settings depending on a range of options.
Ticketing defaults are designed to allow you to select the board and what status, type, subtype, etc the tickets will come in as into your PSA.
For example you may want tickets to go to a different board based on the backup technology. A common example of this is having a Ticketing Default profile that for Workstation Backups will send the backups to a Helpdesk board while you may want Server related backup issues to go to a NOC board.
You will want to create these using the Create option under Ticketing Defaults section as shown below:
Name you profile accordingly and once you select all of the settings click update as shown below:
Once you have the Ticketing Profiles created click on Create a new Automatic Ticketing Profile as shown below:
You will want to create a profile for each Ticketing Default sections as these two will be utilized together to place the tickets on the appropriate board. In the sample below we are saying all Datto backup tickets should use the profile shown to put the Datto tickets on the board we selected in that Ticketing Defaults profile. This is just one example and the possibilities are endless for this functionality. You could select Device Type filters or Tags etc and filter any way you would like and specify which profile is used.