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Tickets and Task plan
Learn more about tickets and task plan.
📄 What is a ticket ?
Fabric key element Tickets are the foundation of the application. It is through a ticket that issues are escalated, tasks are assigned and that projects are managed. When entering into a ticket, it looks like this: A ticket is created by a member within a team space. It is through the ticket that most of the information is transmitted, such as a prob
⚔️ What is the task plan ?
Manage your team task plan Team task plan groups all open tickets in a team space. It allows you to manage all problems or ongoing projects in one place. The team action plan looks like this: You can customize it by using the different filters at your disposal: !(https://storage.crisp.chat/users/helpdesk/website/5eaf5e0fc95ba400/screenshot-2020-04-10-at-
🆕 Create a ticket
Create a ticket 1) To report a new topic or report a problem, create a new ticket using the blue button in the top right corner. 2) Fill in the basic information of the ticket: Title, description, team and categories : The person responsible for the ticket and the actions will receive a notification. For more details on the information that makes up a ticket, go here:
✍️ Edit a ticket
Modify a ticket Open the ticket 📲 Search for your ticket in the corresponding categories and click on it to display all the content. Add content 📝 We're going how: 🌱 Add the root cause ⚙️ Create an action with a leader and a deadline 📂 Add an attachment (photo, video, PDF, Excel, ...) 📊 Link the ticket to an indicator 🏷️ Add a label 👨 Appoint a global ticket manager 📅 Change the review date of the ticket 🗄️ Archiv
🔔 Notify the ticket's owner
Notify the person in charge by email You can notify the person in charge of a task by email by sending him a reminder directly from Fabriq.. To do this you can open the ticket, click on the three little dots ... located next to the action: and select "Notify owner" : !(https://storage.crisp.chat/users/helpdesk/website/5eaf5e0fc95ba400/screen_shot_2020-01-05_at_1
💬 Add comments to your tickets
Add a comment When a ticket is opened, it looks like this: On the right, you can see a space called Activity which allows you to add comments to the ticket. In this space, you can notify someone, ask a question, explain something about a given subject etc. You can also track the activity of the ticket in question: Who changed what, on what date, etc. !(
⬆️ Escalate/Share a ticket
Escalate / Share a ticket To escalate a ticket to the next level, open the ticket, then click on the pencil next to the team, then add a new team to make the ticket appear in its task plan. ℹ️ A user can only share a ticket with teams he or she is also part of. Once the ticket has been shared with a new team, you can assign tasks to people who are members of this new team. These people will appear in the drop-d
❌ Cancel ticket sharing
Cancel escalating/sharing a ticket To cancel the escalation of a ticket, open the ticket, then click on the pencil next to the teams, and select the trash can to the right of the team. See also: 📔Best practises when creating a ticket
▶️ Edit tasks deadlines
Edit tasks, deadlines and ticket owner To modify the task, click on the pencil next to the line : You can see that a counter next to the date is incremented, it corresponds to the number of times the date has been pushed back. You can then modify fields such as the title of the task, the person to whom it is assigned and the due date.
📔Best practises when creating a ticket
A collaborative solution Fabriq was designed to help teams better address issues and collaborate. Therefore, when creating a ticket it is important to be as comprehensive as possible to allow others who will be working with the ticket to be as informed as possible. To do this, make sure you provide as many details as possible when creating the ticket, for example: Title: Try to use an accurate title. It will be more judicious to use Oil leak at the RJ45 machine than Oil leak for