The Enhanced Quick Ticket feature allows users to submit tickets with great detail in as few clicks as possible. This one-to-two-click experience maintains all necessary ticket data required for rules routing, analytics, and custom views. Administrators gain increased flexibility to configure, set up, and disseminate workflows to their requestor user base.
Quick Tickets are not available for Incident IQs Events Module.
Creating a Shared Quick Ticket
To create a new Shared Quick Ticket template, navigate to Admin > Quick Tickets and click + Add Quick Ticket.
The required fields are:
Quick Ticket Name: Provide a short descriptive name. This name is visible to end users.
Select Asset / Issue: Allows the administrator to select the issue type and specific asset (if applicable). Administrators have flexibility in defining the level of detail. You can select only the Ticket Type (giving the user the ability to further refine the issue category and issue), or you can define the Ticket Type, Issue Category, and Issue (creating a "one-click" submission page). This supports any ticket type enabled for the district's site, down to the specific issue level (e.g., Network/WiFi > Cannot Connect to Internet > No Internet).
Visibility and Permissions
Administrators can designate Quick Tickets for ticket types that certain user roles would otherwise not be able to access (e.g., using visibility restrictions on the facilities module).
Example: An administrator wants to restrict general "Facilities" tickets but wants to offer a single quick ticket to all staff members for "HVAC - Air Conditioner is Broken."
Quick Ticket Template Filters
Templates can automatically apply user condition filters to determine access.
Filters: The "Visible To" filter limits the template's visibility to a particular group. Clicking "Add Filter" allows administrators to drill down by Location, Custom Fields, Role, Team, Department (standard field), and more.
If no filters are applied, the template is visible to everyone.
Lock Quick Ticket: When this checkbox is selected, the Quick Ticket will always be visible on the user dashboard. Locked tickets display a lock icon in the upper-right corner, indicating that users cannot change the template's visibility.
Once fields are complete, click Save to make the template available to the intended user base.
Editing and Bulk Actions
Edit Existing Templates: Select a template on the Quick Tickets page, make changes, and click Save.
Bulk Actions: From Admin > Quick Tickets, select the checkbox next to the template names. You can perform bulk actions such as Apply Visibility Filters (which replaces current filters) and Delete.
Site Options: Hiding Locked Tickets
Administrators can allow specific roles to hide locked shared Quick Tickets.
Navigate to Admin > Site Options.
In the User Options/Login section, find Allow specific roles to hide locked quick tickets.
Select the relevant roles from the drop-down, then click Save.
Example Below: You create a "Network Outage" ticket and select Lock Quick Ticket. In Site Options, you permit the "Agent" role to hide locked tickets. Now, all Agents can hide this Quick Ticket regardless of its lock status.
Managing Your Quick Tickets
Users can manage their dashboard via the Gear icon in the top right corner of the Quick Ticket widget.
Manage Quick Tickets: Displays the user’s templates.
Add New Quick Ticket: Creates a new personal template.
My Quick Tickets: Can also be accessed directly from the user profile.
Dashboard Widget Visibility
The Dashboard Widget Visibility column uses icons to indicate status:
Green Eye: Visible on the Dashboard widget.
Red Eye: Not visible on the Dashboard widget.
Lock Icon: Locked by the Admin; will always be visible.
Personal Quick Tickets
Users can create personal templates for their own use.
Bulk Actions: On the My Quick Tickets page, users can toggle visibility (on/off) or delete.
Deletion Policy: Users can only delete tickets they personally created. The system will not delete assigned device Quick Tickets or Admin-designated ones.
Creating a New Personal Quick Ticket
Quick Tickets created by a user will only be visible to that user.
Creation: Use the + Add Quick Ticket option on the My Quick Tickets page or the Gear icon on the dashboard.
Quick Ticket Name: A short, descriptive name to identify when the template should be used.
Select Asset / Issue: Select the issue type and specific asset (if applicable). This supports any ticket type the requestor has access to, down to the specific issue level (e.g., Network/WiFi > Cannot Connect to Internet > No Internet).