You can configure Service Desk to automatically add links to a user's tickets on the User Console home page. This link enables users to access ticket details with a single click.
Ticket links appear only if the user has created at least one ticket.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
On the Configuration panel, in the User Console Home Page section, click Configure User Console Home Page. |
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NOTE: If the user has not created any tickets, the Tickets widget appears with a note stating that no tickets are available for display. |
You can add a quick-action link to the New Ticket page on the User Console home page. This enables users to access the new ticket form with a single click.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
On the Configuration panel, in the User Console Home Page section, click Configure User Console Home Page. |
2. |
3. |
By default, the appliance automatically logs users out of the Administrator Console or User Console after one hour of inactivity. This is referred to as the Session Timeout.
For instructions on changing the Session Timeout, see:
If the Satisfaction Survey is enabled, an email message describing the survey is sent to submitters immediately when a ticket is closed. This email message uses the Ticket Closed email template.
You can run various reports to display and analyze survey data using Service Desk reports. In addition, you can change the Ticket Closed email template that describes the survey, change the survey label, or prevent the survey from being displayed. See:
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