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 make a task. The service status sets which button the client sees. It also sets how Sydnee marks the task.
What is the difference?
- Submit Ticket is for a service the client uses now. The form button says Create Ticket. The workspace and account must allow these tickets.
- Request Service is for a service the client does not use yet. Turning off Active Service Tickets does not turn off this button.
The request tool must be on for the workspace. If it is off, neither button shows.
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 a service that is off, Sydnee uses urgent rank and the next work day. The done screen names the task board that got the work. If Tasks is shown, the client can open the new task.
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.
Where does the task go?
The task goes to the account's Service request task board. A team member with access to the account can check this in Account settings → Services.
If no board is set, the first request makes a Service Requests board. It has New Requests, In Progress, and Completed parts. New work goes in the first part clients can see. This is most often New Requests.
The board must be on and belong to the account. All portal users must be able to see it. It cannot have a set list of people.
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 is assigned?
Sydnee checks assignees 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 if they are not 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 a service that is on: turn on Active Service Tickets in workspace settings and in the account's Service settings. The request tool must also be on.
The button is missing on a service that is off: make sure the request tool is on and Service Showcase is shown.
No task was made: do not send the same form again until you check the board. Reload the service page and task board. If there is still an error, make sure the account and board are on. The board cannot be old, hidden, blocked to a list, or deleted. The account must also have room for the 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.