eZi Ticketing

System
User Manual
Table of Contents
1. Overview.................................................................................................................................................4
2. Target Audience..................................................................................................................................4
3. Introduction to Ticketing System Portal.............................................................................................4
4. Users and their Access:.......................................................................................................................5
4.1. Super Admin................................................................................................................................6
4.1.1. Dashboard.....................................................................................................................................8
4.1.2. Companies....................................................................................................................................9
4.1.3. Reports........................................................................................................................................11
4.2. The System Admin....................................................................................................................13
4.2.1. Dashboard...................................................................................................................................14
4.2.2. Settings........................................................................................................................................15
a) Company:..................................................................................................................................15
b) Groups.......................................................................................................................................17
c) SMTP.........................................................................................................................................18
d) Ticket Types...............................................................................................................................19
e) Products....................................................................................................................................20
f) Users:.........................................................................................................................................21
4.2.3. CUSTOMERS................................................................................................................................23
4.2.4. Ticket Console.............................................................................................................................25
Create/Add a ticket...........................................................................................................................25
Ticket Grid.........................................................................................................................................27
4.2.5. Schedule......................................................................................................................................28
4.2.6. Reports........................................................................................................................................29
a) Client Report:............................................................................................................................30
b) Audit Trail Report:.....................................................................................................................31
4.3. Service Desk Agent....................................................................................................................33
4.4. Technical Support......................................................................................................................34
4.5. Company User...........................................................................................................................35
4.5. Customer User...........................................................................................................................36
 4.6. Field Rep....................................................................................................................................37

1. Overview
The ticketing system is a software portal that enables organizations to resolve their internal
support queries by managing and streamlining the process of issue resolution.

Individual elements called tickets (raised) provide a context of what issue the requester is
facing, along with other data like category, SLA, product, company etc. Tickets act as a
documentation of a particular problem, its current status, and other associated information.
Raised by the end-users of an organization whenever they encounter an event that interrupts
their workflow, these tickets are routed to this ticketing software where they are categorized,
prioritized, and assigned to different agents according to the organizational norms. The agents
then analyze these tickets and suggest appropriate fixes or workarounds and resolve the issue.
As a central repository of all these tickets, a ticketing software helps in providing the context of
the issue history and its resolution.

2. Target Audience
The target audience is any small, medium or large organization who wish to establish a stable
ticketing system in house.

3. Introduction to Ticketing System Portal

The super admin holds access to the system to create companies (admin access). Once a log in
is created by super admin, admins can create users, customers, products etc. for respective
Service desk agents, groups, field rep, customer user and company user.
 4. Users and their Access:
4.1 Super Admin Create logins for the following:
 System Admin (Companies)
 View Company Reports
4.2 System Admin 1. Can create:
 Groups
 SMTP
 Ticket Types
 Products
 Users
 Customers

2. Can Create Users:

 Service Desk
 Company User
 Customer User
 Technical Desk
 Field Rep

3. Create, Edit, Suspend/Activate Tickets.

4. Create Edit, Suspend/Activate Schedules.
5. Can generate, View Reports:
 Client Report
 Audit Trail Report
4.3 Service Desk Agents 1. Create, Edit, Suspend/Activate logins for the
following Users:
 Customer User
 Company User
2. Create, Edit, Suspend/Activate Tickets.
3. Create Edit, Suspend/Activate Schedules.
4. Can generate and View Client Report

4.4 Company Create, Edit, Suspend/Activate the respective

4.5 Customer User Tickets.
4.6 Technical Desk 1. Create, Edit, Suspend/Activate Tickets.
2. Create Edit, Suspend/Activate Schedules.
3. Can generate and View Client Report
4.7 Field Rep Receives SMS upon Assignment of Ticket with a URL
to close/pend their tickets
 5. Login
The Screenshot of the Sisikela Ticketing System Portal Login page:

6. Logout
The user can logout from the system by clicking Logout option under the profile at the right top
corner from any User Login:
It has three options: Profile, Change Password and Logout.

Profile: The User can change their profile information here. The screenshot for the same:

Change Password - The User can change the profile password under this option:
 4.1. Super Admin
Sisikela holds the Super Admin access. They can create and grant access to the ticketing system
to their Companies and make them as System Admins.

The main page of a Super Admin page shows the Dashboard with total number of Companies,
Clients, Tickets, Users and Number of SMS sent/received by the System.

The Right corner of the screen shows the Profile Picture of the Admin where the Super Admin
can change their Account Details like First Name, Last Name, Cell Number and Profile Image
under “Profile” Option. And the password change for their Own Profile can be done under
“Change Password” option. Admin can logout using “Logout” Option here.

The Screenshot of the Super Admin Login Home Page with Dashboard:

The Super Admin has access to the following:

4.1.1 Dashboard - shows the Total number of Companies, Clients, Tickets, Users and the
Number of SMS sent by the Companies created by Super Admin (shown above)
4.1.2 Companies
4.1.3 Reports
4.1.2. Companies
The Lists of the Companies are shown under “Companies” Grid. Below is the Screenshot
of the same:

Each Company created are displayed with their respective Company Name, Email Address,
Phone number, Contact Person and Actions (Edit/Suspend). The user can also use the “Search”
filter to search for a specific Company as well.

The Super admin can Create New Company by clicking on the Add Company+ Button on this
page.

 When Add Company+ button is clicked, few Mandatory fields such as

Company Name, email address, Phone number, Contact Person has to be
filled in.
 They can also fill in other details like Ticket Prefix, Ticket Starting No, Reg
Number, VAT number, Address, Notes.
 User can add the Logos of the Company. The Logo added here remains as the
Company Logo for the Users created under a specific Company.
  The Username and Password Credentials for the Company needs to be
completed at the end to create a New Company under Super admin and a
Welcome Message email can be sent to the company they create with the
credentials. The screenshot of a Add Company page:

4.1.3. Reports
The Super Admin has the following reports. The reports can be downloaded in the
EXCEL and PDF formats and can also be printed.

 Company Report
 Client User Report
 Audit Report

 Company Report – shows the report with the Status of the Company created,
their Total number of clients, Total number of Tickets which are Open, Assigned,
 Closed, the Total number of SMS sent from the system by a specific Company,
and their Total number of Users on the system specific Dates or the Total List.
This can also be filtered based on the Company Filter. Below is the screenshot of
a Company Report:

 Client User Report – shows the report with Customer and Company Users of a
Particular Company using the Company Filter or for the Total list of Companies
created under Super Admin between specific Dates or the Total List.
 Audit Report – shows the detailed report on editing of the Company Profile
created under System Admin. This report reflects the changes even when the
Companies change their profile information under their login as well. This can
also be filtered based on the Company Filter. The screenshot of the same:

The report shows the Company Name, User who made changes to the profile,
Date of Creation, Changed Fields, Action, Email Address, Phone number and the
Contact Person details.
 4.2. The System Admin
The System Admins are the Companies created by the Super Admin. These System Admins can
create tickets and assign them to any users they create as follows or if not assign the particular
ticket to themselves. They can create the following Roles under their profile with Edit,
Suspend/Activate access:

1. Service Desk Login

2. Field Rep Access
3. Customer User Logins
4. Company User Logins
5. Technical Support Login

The left side of the page has the following options:

4.2.1. Dashboard
4.2.2. Settings
4.2.3. Customers
4.2.4. Ticket Console
4.2.5. Schedule
4.2.6. Reports

4.2.1. Dashboard
The Dashboard shows the total SLA Missed, SLA MET, Total number of Tickets Created,
Open, Assigned, Pending, Closed. All the tabs are clickable.
4.2.2. Settings
The Masters under Settings are:

a) Company
b) Groups
c) SMTP
d) Ticket Types
e) Product Make
f) Products
g) Users

a) Company
 The Admin can update their basic information such as the Company Name,
Email Address, Phone Number, Contact Person.
 The System Admin can create their Own ticket Prefixes and ticket starting
number as well. It also updates the Company Reg Number and VAT Number,
Address, Notes, Company Logo, the Types of SLAs and SLA times can be
updated here.
 This allows the system admin to add Product Line Items to their Profile by
adding the Product, Type, Category of Product fields.
The Screenshot of the System Admin Page:
 b) Groups
This shows the list of the Groups created and let the user to create new groups. The Grid
shows Group Name, Company Name, Default Group and Actions (Edit/Suspend). The
Screenshot of the Groups Grid:

The screenshot for Add New+ Group page:

 The Default Group selection can be done while creating New Group and editable as well.
c) SMTP
This page allows the user to set the SMTP details of the Company for the email
Communication purposes from the Ticketing System to all the users under the System
Admin.

The Admin can update the From Email, SMTP server details, Port Number, Username,
Password, Display Name for email, BCC email details here.
 d) Ticket Types
The system admin can create and view the list of Ticket Types. The screenshot of the same:

The Add Ticket Type+ page screenshot:

 e) Product Make
The system Admin can create different Product Make under each Category Hardware, Software,
Services.

The Add new+ Product Make screenshot is shown below:

 f) Products
This master shows the list of the products created. The Admin can Add, Edit, Suspend,
Activate the Products here. The Screenshot of the Products Grid:

The following screenshot shows how to create new Product by clicking on ADD Product. Fill in
the details to create a new Product.
 g) Users
The Users master shows the list of users and allows to create new users such as:

 Service Desk Agent

 Groups
 Company User
 Customer User
 Field Rep
 Technical Desk

The System Admin Can Edit, Activate/Suspend access to the Users created.

The Screenshot of the Users Grid:

The following screenshot shows how to create new Product by clicking on ADD Product. Fill in
the details to create a new Product.
4.2.3. CUSTOMERS
The screenshot of the Customers page:

The Customers of the company can be added here and system admin has access to Edit,
Activate/Suspend the Customers.
Below is the screenshot of the Add Customer+ page:

 Fill in the details to create a new customer

4.2.4. Ticket Console

Ticket console is where the users can create Tickets. The users have access to Edit, View,
Clos/Pend, Reminder over the ticket. The below grid shows the ticket number, customer name,
Assigned Group, created by, Assignee, Status, MTR, Lapsed Time, Ticket created Date Time,
Actions.
 a) Create/Add a ticket
External tickets are created for the Customer Users and Internal Tickets are created by the
Company users. By clicking on the Add Ticket+ button:

Ticket can be assigned to a particular group and a particular assignee for the ticket can be set. If
the ticket is only assigned to a group and no assignee is selected for a particular ticket, then all
members belonging to that particular group can see the ticket and assign it to themselves if
required.
For the tickets, which has been created and assigned to an assignee and have crossed the SLA
(MTR) time, grid reflects such tickets in red color showcasing that ticket has crossed the normal
SLA time. The Lapsed Time starts one the ticket has been assigned to some user.

Likewise, the ticket grid turns yellow for tickets which have approached the SLA time for ticket
closure.

4.2.5. Schedule
The user can create tickets which can be scheduled for future purpose with scheduled Date and
Time. The tickets get activated on the scheduled date and time. Below is the screenshot of the
Schedule Grid:
The Schedule can be created by clicking on the Add New+ button and filling in the fields:

4.2.6. Reports
The System Admin has access to the following reports:

a) Client Report
 b) Audit Trail Report

a) Client Report – The System admin can view and download the Client report in EXCEL
and PDF formats and print them too. Report can be viewed for both Internal and
External Tickets and using filters. Below is the client report screenshot:

b) Audit Trail Report - This Report shows the History of the Status of the ticket from the
time the ticket was created. It shows each action performed on the ticket like, Updating,
Assigning, etc. The tickets are filtered based on Internal/External tickets. The report can
be downloaded in PDF and EXCEL formats and printed as well.

The Audit Trail Report Grid Screenshot:

 4.3. Service Desk Agent (SDA)
The Service Desk Agent will be given access by the System Admin and have access only to
the following modules:

4.3.1 Dashboard
4.3.2 User Master under Settings
4.3.3 Ticketing Console – SDA can create, edit tickets
4.3.4 Schedule – SDA can create, Edit tickets
4.3.5 Reports – Client Report

4.3.1 Dashboard
Below is the screenshot of the Dashboard screen of a Service Desk Agent in which all are

clickable:

4.3.2 Users
The Users master shows the list of users and allows to create new users such as:

 Service Desk Agent

 Groups
 Company User
 Customer User
 Field Rep
 Technical Desk
The SDA Can Edit, Activate/Suspend access to the Users created.

The Screenshot of the Users Grid:

Below is the screenshot of the ADD New+ User page:

 4.3.3 Ticketing Console
Ticket console is where the SDA can create/edit Tickets. The users have access to Edit,
View, Clos/Pend, Reminder over the ticket. The below grid shows the ticket number,
customer name, Assigned Group, created by, Assignee, Status, MTR, Lapsed Time, Ticket
created Date Time, Actions.

a) Add a ticket
External tickets are created for the Customer Users and Internal Tickets are created by the
Company users by clicking on the Add Ticket+ button.

Below is the screenshot of the same:

Ticket can be assigned to a particular group and a particular assignee for the ticket can be set. If
the ticket is only assigned to a group and no assignee is selected for a particular ticket, then all
members belonging to that particular group can see the ticket and assign it to themselves if
required.

For the tickets, which has been created and assigned to an assignee and have crossed the SLA
(MTR) time, grid reflects such tickets in red color showcasing that ticket has crossed the normal
SLA time. The Lapsed Time starts one the ticket has been assigned to some user.

Likewise, the ticket grid turns yellow for tickets which have approached the SLA time for ticket
closure.
 4.3.4 Schedule
The SDA can create tickets which can be scheduled for future purpose with scheduled
Date and Time. The tickets get activated on the scheduled date and time. Below is the
screenshot of the Schedule Grid:

The Schedule can be created by clicking on the Add New+ button and filling in the fields:
 4.3.5 Reports – Client Report

Client Report – The SDA can view and download only the Client report in EXCEL and PDF
formats. Report can be viewed for both Internal and External Tickets and using filters.
Below is the client report screenshot:

4.4. Technical Support

The Technical Support login will be given access by the Admin.

They have access to the following modules:

4.4.1 Dashboard
4.4.2 Ticket Console - can create, edit tickets
4.4.3 Schedule - can create, edit Schedules
4.4.4 Reports – Client Report
 4.4.1 Dashboard
The Screenshot of the Technical Support login page in which all are clickable:

4.4.2 Ticket Console

Ticket console is where the Technical Desk can create/edit Tickets. The users have access
to Edit, View, Clos/Pend, Reminder over the ticket. The below grid shows the ticket
number, customer name, Assigned Group, created by, Assignee, Status, MTR, Lapsed
Time, Ticket created Date Time, Actions.

4.4.3 Schedule
The SDA can create tickets which can be scheduled for future purpose with scheduled
Date and Time. The tickets get activated on the scheduled date and time. Below is the
screenshot of the Schedule Grid:
 The Schedule can be created by clicking on the Add New+ button and filling in the fields:

4.5. Company User

The Admin grants access to a Company User.

This user has only access to the following modules:

 4.5.1 Dashboard
4.5.2 Ticket Console

4.5.1 Dashboard
Below is the screenshot of the Dashboard screen of a Service Desk Agent in which all are
clickable:

4.5.2 Ticket Console

The Company User can only view the tickets created towards them. Below is the screenshot of
the same:
While creating a new ticket from the Company User, the “Default Group” which was selected in
the System Admin Groups will be the only Group shown as default to assign the tickets. So as
per the Default Group Contacts, the Assignee Field gets populated. Below is the screenshot of
the and Add Ticket+ Page:

4.6. Customer User

The Admin grants access to a Customer User Login. This user has access to the following
modules:

4.6.1 Dashboard
4.6.2 Ticket Console

4.6.1 Dashboard
The Screenshot of the Customer user login with a Dashboard:
 4.6.2 Ticket Console
This user has access only to the Ticket Console where the tickets created only by the Customer
User and to the respective Customer User. They can Edit, View the tickets from the Grid.

While creating a new ticket from the Customer User, the “Default Group” which was selected
in the System Admin Groups will be the only Group shown as default to assign the tickets. So as
per the Default Group Contacts the Assignee Field gets populated.
Below is the screenshot of the Ticket Console:

Below is the screenshot of ADD Ticket+ page:

 4.7. Field Rep

A field rep is a person who does not have a login access to the portal to open and close tickets.

Field rep get an SMS alert on the tickets which are assigned and directed towards them for
completion. It sends an SMS containing the URL link. Action points as shown in below screen
shot needs to be filled in by field rep. Field rep can either close
the ticket or keep it pending. If the ticket is kept pending
then, the admin or any
user who has assigned
ticket to field rep can
reassign the ticket to
others if need be.

The SMS received by the

Field Rep looks like the
below Screen:

Once the Field Rep clicks on the link in the SMS they receive,
they are supposed to fill the Ticket Mobile Form and choose
the Status and submit.
The ticket Status handled by Field Rep will be reflected in the Ticket Console of other Users of
the system.