170 lines
4.0 KiB
Markdown
170 lines
4.0 KiB
Markdown
---
|
|
title: "How do I create a ticket?"
|
|
date: 2026-01-28
|
|
author: "Champs-Libres"
|
|
description: "This guide explains how to create a ticket and which fields have to be filled in."
|
|
categories: ["Tickets"]
|
|
tags: ["tickets", "creation"]
|
|
featured_image: "/images/tutorials/0ddfc8ff-c7bd-476f-ad70-40a90fc7d83f.png"
|
|
pdf: "/pdf/tutorials/Comment-creer-un-ticket_.pdf"
|
|
---
|
|
Reaching the creation menu
|
|
--------------------------
|
|
|
|
Reach the ticket creation menu through the "tickets" sub-menu in the "sections" menu.
|
|
|
|
* * *
|
|
|
|
|
|
|
|
Creating a new ticket
|
|
---------------------
|
|
|
|
At the bottom of the page, click the green "Create" button. This ticket creation window opens automatically, with the caller's number if it is recognised.
|
|
|
|
* * *
|
|
|
|
|
|
|
|
Marking a ticket as urgent
|
|
--------------------------
|
|
|
|
If the ticket is urgent, click the "urgent" toggle; it turns orange.
|
|
|
|
* * *
|
|
|
|
|
|
|
|
Selecting a reason
|
|
------------------
|
|
|
|
Select a reason for the call by clicking the drop-down menu.
|
|
|
|
* * *
|
|
|
|
|
|
|
|
Reaching the external flow for the reason
|
|
-----------------------------------------
|
|
|
|
To view the external flow linked to the selected reason, click the blue icon on the right.
|
|
|
|
* * *
|
|
|
|
|
|
|
|
Viewing the external flow
|
|
-------------------------
|
|
|
|
Some reasons have dedicated external flows that you can view in this form.
|
|
|
|
* * *
|
|
|
|
|
|
|
|
Adding a caller
|
|
---------------
|
|
|
|
To add a caller, click the green "add a caller" button.
|
|
|
|
* * *
|
|
|
|
|
|
|
|
Searching for a caller
|
|
----------------------
|
|
|
|
To find a caller who is already recorded, start typing the first letters of their first name or surname. If they are recorded, they appear in the list. If they do not exist yet, you can add them by clicking "create".
|
|
|
|
* * *
|
|
|
|
|
|
|
|
Adding a caller
|
|
---------------
|
|
|
|
Once found, tick the box and click "add". Note that only one caller can be recorded.
|
|
|
|
* * *
|
|
|
|
|
|
|
|
Adding one or more patients
|
|
---------------------------
|
|
|
|
To add a patient, follow the same process. First click "add a patient". Several patients can be recorded.
|
|
|
|
* * *
|
|
|
|
|
|
|
|
Searching for a patient
|
|
-----------------------
|
|
|
|
To find a patient, type the first letters of their first name or surname, or create them if they do not exist by clicking the "create" button.
|
|
|
|
* * *
|
|
|
|
|
|
|
|
Adding a patient
|
|
----------------
|
|
|
|
To add them, click the green "add" button.
|
|
|
|
* * *
|
|
|
|
|
|
|
|
Adding a comment
|
|
----------------
|
|
|
|
The "comment" field is mandatory. Depending on the reason, additional fields shown in red may appear. These are mandatory too.
|
|
|
|
* * *
|
|
|
|
|
|
|
|
Assigning the ticket to a user
|
|
------------------------------
|
|
|
|
Finally, assign the ticket to one or more users.
|
|
|
|
* * *
|
|
|
|
|
|
|
|
Searching for a user
|
|
--------------------
|
|
|
|
Finding a user works the same way. Type the first letters of their first name or surname and they appear in the list.
|
|
|
|
* * *
|
|
|
|
|
|
|
|
Ticking the user
|
|
----------------
|
|
|
|
To choose your user, tick their name in the search results.
|
|
|
|
* * *
|
|
|
|
|
|
|
|
Confirming that a user is added
|
|
-------------------------------
|
|
|
|
To add the chosen user, click "add".
|
|
|
|
* * *
|
|
|
|
|
|
|
|
Updating the ticket
|
|
-------------------
|
|
|
|
To finish creating the ticket, click "update the ticket".
|
|
|
|
* * *
|