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How to use Ticketing Defaults and Ticketing Profiles

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:

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Name your profile accordingly and once you select all of the settings click 'Save.'

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Once you have the Ticketing Profiles created click on 'Create' a new Automatic Ticketing Profile.

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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.

*Check out this article for a more detailed breakdown of Automatic Ticketing Profiles

In the sample below we are saying all backups reporting as a failure on the previous day will have tickets created on the 'Server Tickets' board (Ticketing Defaults.) These tickets would be processed daily at 7:00am. This is just one of many examples that are possible for this functionality.

You have the option to Group Tickets by Company, Job Name or Device Name as well as the option to Auto Close tickets. You can also filter and select the desired Device Type, Backup Method Type, and/or Tags etc.

Lastly, remember to 'Activate' this at the top if you would like to enable this Automatic Ticketing Setting. 

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