Handle Submit Ticket and Request Service work
Understand each service action, where its task goes, and who receives the work.
Submit Ticket and Request Service both create a task for the client's account. The service status decides which action applies. Start here when you want to make the right action available, choose its task board, or understand where the work goes.
What is the difference?
- Submit Ticket is for a service the client uses now. The form's final button says Create Ticket. It is available only when the service-request feature and Active Service Tickets are available for both the workspace and that client account.
- Request Service is for a service the client does not use yet. It is available when the service-request feature is available. Turning off Active Service Tickets does not remove this action.
If neither action is available, the service-request feature may not be available in that workspace. A workspace owner or admin can check the current feature settings and contact support if the controls are unavailable.
What happens when a client submits work
The client:
- Opens Services in your client portal.
- Selects Submit Ticket on an active service or Request Service on an inactive one.
- Adds details or questions.
- Chooses the priority and needed date for an active ticket.
- Selects Create Ticket or Request Service.
For an inactive service, Sydnee creates a service-request task. The confirmation names the task board that received the work. When Tasks and that task are visible to the client, the confirmation can link to it.
Submit on behalf of a client
A team member can use client preview to make the task for a portal user.
- Open the account's Services page.
- Turn on Preview as Client.
- Select the service action.
- Choose Submit on behalf of.
- Add the details, priority, and needed date.
- Submit the form.
The account needs at least one portal user. The person you choose is shown as the one who asked.
Choose where service tasks go
The task goes to the account's Service request task board. A team member with access to the account can choose it in Account settings → Services.
If no board is selected, the first request creates a Service Requests board with New Requests, In Progress, and Completed sections. New work goes to the first available section that clients can see.
The selected board needs to be active, belong to the account, and be visible to all portal users. A board limited to selected people is not available as a service-request destination.
A ticket for a service that is on starts with Ticket: and gets the Ticket tag. A request for a service that is off starts with Service Request: and gets the Service request tag.
Who receives the task?
Sydnee uses people in this order:
- the account override for the service;
- the service's default assignee; and
- an active workspace owner with account access.
Sydnee skips a saved person who is no longer active or cannot open the account.
A request for a service that is off sends an email to the person who gets the task. A ticket for a service that is on uses normal task alerts.
What your client sees
After the form is sent, the client sees a done note and the board name. They can open the task when Tasks and the task are shown to them.
The task holds the text from the form. It uses the same board, section, task, and account rules as other work.
Fix a common problem
The button is missing on an active service: check Active Service Tickets in the workspace settings and the account's Services settings. Both need to be available for the active-service ticket action.
The button is missing on an inactive service: confirm that Service Showcase is visible and the service-request feature is available in the workspace. This action does not depend on Active Service Tickets.
No task was made: avoid submitting the same form again until you check the task board. Reload the service page and the selected board. The account and board need to be active; the board also needs to be visible to portal users and available to the whole account. If no board is selected, make room for Sydnee to create the service-request board.
The wrong person got the task: check the account choice and service default. Make sure the chosen person is active and can open the account.
The team form has no requester: invite at least one portal user to the account before submitting on a client's behalf.